Sani Pass Hotel - a family holiday to forget!

We recently visited Premier Resort Sani Pass on a family holiday and we were extremely disappointed with the hotel and the overall experience. When we checked into our room at 3pm housekeeping were still busy making up the room. We only realised that evening when we were going to bed at 9:30pm that the door to our hotel room wouldn't lock. Maintenance couldn't fix the door so we were eventually moved to another room by 10:30pm - that room hadn't been cleaned properly from the previous guests - there were still dirty glasses and other items left behind.

The service in the hotel restaurant was appalling. For lunch we ordered a chicken salad, a hamburger and two pizzas from the menu. We were told the salads were not available, there were no pizza bases and that although we could order the burger it would not include most of the toppings as they were out of stock. Basic beverages like coke and iced tea were also not available. I asked to see the F&B manager who said they had been very busy so they didn't have stock of most items! He then said he could do one pizza as long as it was a margarita and substitute the salad for a toasted sandwich. When it arrived the pizza was made from cheddar cheese and chopped tomatoes and the base was burnt. The toasted sandwich was also burnt.

Most of the hotel's amenities are clearly not being maintained. The golf course is practically unplayable - the fairways haven't been mowed in weeks, a number of the greens don't have flags and the bridges connecting several of the holes are "closed" for maintenance. The swimming pool was green and the tennis courts are derelict.

Eventually I asked to see the resort manager who called me the following day. He asked that I email him my concerns when I get home so that he has it in writing. I pointed out we were still due to stay there for another 2 days so a number of these issued could be addressed before we left but that seemed of little concern.

It was such an unpleasant experience we decided to leave a day early. After mailing the resort manager with my concerns when we got home, he rep**** with a two line email saying- "I have discussed this with my team and would like to offer you 20% compensation on your stay in terms of a refund".

I have forwarded my account details to him 2 weeks ago - still no sign of the refund. They seem determined to compound an already bad experience.

The location of the hotel is spectacular but sadly we certainly won't be going back there again.