1 reviews | Active since Jan 2016
Anniversary Spoiled
We recently stayed at the Mount Grace hotel in Magaliesburg and booked for the Autumn package at the spa for our anniversary. We had a lovely time and really enjoyed the hotel.
However our trip ended very badly as our waiter informed us that on the package we could order any starters, lunch and dessert. We waited for an hour for our dessert. After the waiter eventually appearing we were told we needed to pay an extra R200 as the meals were over a set limit that we werent ever informed of. After expressing our unhappiness to managers at the hotel nothing was done or said at all.
For the quality expected the experience and how it was handled was very disappointing. It's something that spoiled our anniversary and because of it we wouldn't consider visiting again or recommending the hotel and spa to anyone else
Dear Mr Parbhoo,
We are truly sorry to hear that we did not live up to your expectations and it is disappointing that many of your concerns could have been prevented.
We are grateful that you took the time to communicate these shortfalls to us and to allow us the opportunity to attend to areas of concern and ensure that preventative measures are tightened and monitored more closely.
I confirm that your concerns have been addressed in a serious light and action has been taken to rectify the shortcomings. Please be advised that management is currently investigating your comments and will contact you shortly.
Kind Regards,
Gillian Bachmann
Guest Relations | Cape Town Customer Engagement Center
Protea Hotels by Marriott® & African Pride Hotels
D: +27 (0) 21 ***
T: +27 (0) 21 ***
F : +27 (0) ***
E: ***
Dear Mr Parbhoo,
We are truly sorry to hear that we did not live up to your expectations and it is disappointing that many of your concerns could have been prevented.
We are grateful that you took the time to communicate these shortfalls to us and to allow us the opportunity to attend to areas of concern and ensure that preventative measures are tightened and monitored more closely.
I confirm that your concerns have been addressed in a serious light and action has been taken to rectify the shortcomings. Please be advised that management is currently investigating your comments and will contact you shortly.
Kind Regards,
Gillian Bachmann
Guest Relations | Cape Town Customer Engagement Center
Protea Hotels by Marriott® & African Pride Hotels
D: +27 (0) 21 ***
T: +27 (0) 21 ***
F : +27 (0) ***
E: ***