Hunters Rest - Dec 2016

<p>I had a complaint to the hotel and the GM emailed me. I rep**** and as you can see, nothing was done and no care was taken to remedy any of my complaints (my response is in parenthesis):</p> <p> </p> <p>Dear Danya</p> <p> </p> <p>Thank you for taking my call earlier today. Thank you for taking the time to give us feedback on your stay with us. We highly appreciate your assistance in this regard. Please accept my apologies for the inconvenience you suffered whilst staying with us. [I am unclear what you are apologising for as what I experienced was not inconvenience nor are you understanding anything I said.]</p> <p> </p> <p>As discussed, myself and my management team were on shift right through the holiday season. I was away over the last couple of days of the previous year however my full team was on site to assist with any GUEST needs. [I am confused why the word 'guest' is in capital letters, in fact in email this is taken as an aggressive manner. As you know, it is hard to deduce tone on an email, but this seems sarcastic actually. As I had spoken on the phone, neither you nor any manager made yourself available to my request to see a manager. I find it somewhat discouraging that at the height of your season, you would take leave. Since you had not said it was emergency leave, I take it was not. It's not what a GM at a 4 star resort rating does. If he does another manager would be in that GMs place and staff would direct me accordingly. Not shrug their shoulders. As I had said (numerous times) no other manager was available, so therefore, Hunters at the point of your leave, was rudderless.]</p> <p> </p> <p>Thank you for giving us feedback with regards to food, as discussed over the phone. Please be assured that your feedback in this regard will be used constructively to better our food offering. [That may be all well, but since I complained at the time to the food manager Temba (and he was at least available) and the head chef, both looked at me like I had a second head. The food was cold, it was of the quality of a mining canteen and often the buffet was shrinking daily with basics like butter, fresh donuts (they were stale) and orange juice was constantly unavailable. Never mind the salmon (I had that only twice during the 6 days I was there).If I asked for something it was 'suddenly' available. Why are you not serving it to your patrons? It's not like Hunters is in the Okavango. There are shops not 3 km away? I have been a guest at your facility 3 times in the past 2 years and this was shocking. The decline is huge and the attitude to complaint is 'oh well nothing we can do'. I am sure Marriot would not want this for their business, because I can tell you, I won't return in a hurry and in talking to the other regulars, they won't either. The kids club is pathetic. See below.]</p> <p> </p> <p>Our STAFF have been working at the hotel for several years. We do however have a group of hotel school trainees that were with us over the holiday season not only to assist as runners but also to gain some experience. I do apologize for the inconvenience you may have suffered when dealing with them.[You had them manning the front desk, without guidance, the kids club (they begrudgingly had to do) and it showed. The previous year had enthusiastic young people who played and had lots of toys and equipment. It was also complimentary. This year there was the bare minimum of some paint and a few *****. No toy boxes, no fun staff. My husband even had to give them some movies off our hard drive. To top it off, we were asked to supply supplies and had to pay for the activities. What a disgrace to parents who come to your resort purely to entertain their kids so they can relax. I can tell you none of us did. I believe another nearby hotel is doing complimentary kids club and am sure, they will not be charging or asking for supplies - just a little heads up in case you actually care.]</p> <p> </p> <p>Thank you once again for taking the time to give me feedback on your stay with us. I truly appreciate your time and effort. Please be assured that the issues you encountered are by no means a reflection of the servce levels we proudly offer our GUESTS. [Yet again the capital letters which get my hairs on my neck up. I have yet to hear about how you will improve or change, so apologies are meaningless.]</p> <p> </p> <p>I wish you and your family a happy and prosperous 2017.</p> <p> </p> <p>Best regards</p> <p> </p> <p>Siyanda</p> <p> </p>