Deplorable management is the understatement of the century!!

I have had the most unpleasant (and in my mind dishonest from the establishment’s side) experience at the Pyramids Motel in Van Reenen over the past weekend.

I made a booking for Friday night and planned to leave early Saturday morning. Due to the unforeseen duration and intensity of the forecasted snow the roads were closed and no one could check out on Saturday.

There was only one bedsheet and one thin duvet on the bed. They made a big hoohaa about the electric blankets on the beds, but early Friday evening the power got cut and they didn’t leave the generator running. My saving grace was the fact that I booked a pet friendly chalet and packed more than enough blankets for the dog, which I now used myself. The guests in the other chalets were not so lucky and were flat out told there aren’t any extra blankets.

We woke up on Saturday without any electricity. All their marketing circulates around these electric blankets and the kettle for coffee. Nothing. So, a cold night’s sleep, cold water in the morning thus no hot shower and not being able to even make a cup of coffee without walking through knee deep snow to get to their “restaurant” (which is a very bad joke in itself!)

I went to their restaurant late morning to ask what the status is regarding electricity and how the unplanned extra night’s accommodation will be managed, as the roads are closed and we cannot get in and no other guests could check in. The very curt and most unfriendly answer was that their diesel is finished (after half a day’s use!? And they did not plan in advance for prolonged periods without electricity? With snow forecast and Eskom’s reputation? I think the insult to the intelligence of the guests is worse than the actual pathetic service they offered). Also, that the extra costs will be discussed when we check out on Sunday. That was just not good enough. We had to make arrangement for extra funds for the unplanned stay over for a second night. No explanation or any indication on how the establishment will approach this issue.

Went into the restaurant and the sight that greeted me was beyond appalling! Super dirty tables. Half empty plates not cleared from breakfast time. And the guests making their own coffee and tea from water boiled on the fire place. Again. No clean cups. No tea s****s. No milk. No coffee creamer. I had to ask for EVERY item and the severely agitated staff either ignored me or brough ONE ITEM at a time and each time I had to ASK and EVERY time I was met with a death stare as if I was asking the sun, moon and stars.

I assumed there might have been rude guests and that the staff was just fed up, but absolutely everyone I spoke to said they received the exact same treatment.

Some of the people with small children had the kids’ shoes and socks in front of the fireplace to try and dry it out. Again, NO assistance, empathy or any compassion was shown to these guests.

To top it off, I just finished making my coffee the the staff ordered everyone out and back to their chalets. I was flabbergasted! There was a grandma, mom and two little girls who said to the staff member it is extremely cold in the chalets and if they can not make an exception. They were rudely and flat-out refused with the excuse that they have to clean the restaurant and everyone must go out. So, it was only these two ladies with two very small girls, another mom and dad with their two boys and myself and they refused. The parents of the boys asked if they can wait in the sitting/common area while they clean the restaurant and STILL they refused!

WHAT RIDICULOUSNESS IS THIS!? It’s not 500 people who will not be able to move around for a mop.

This was utter pettiness and I stood speechless as I wondered why someone would be appointed to work in a place that accommodates guests if they cannot muster up the most basic empathy or courtesy to their PAYING guests.

These people and especially the children WERE ABSOLUTELY in NO cleaner’s way and wouldn’t have hampered ANYONE wanting to wipe a table. The boys were playing a card game with their parents and the two little girls sat with impeccable manners at the table with their mom and grandmom. They were sent unceremoniously walk back through the snow still falling and already almost knee deep (FOR AN ADULT!) to their freezing chalets without electricity or sufficient blankets. SIES!!

I asked if their kitchen equipment used gas or electricity and they confirmed, gas. I asked at what time they will be able to serve lunch wo which I received a reply that they cannot make any food, as the lights in the kitchen does not work. AGAIN, in South Africa, where we are used to load shedding and all kinds of uncer*****ies, you seriously want me to believe you cannot make a salad and use a flash light to see where you are cutting?

But late afternoon they did offer two meal options (which my dog didn’t even want to eat!) at R195 per plate. Cold, dry and hard mieliepap and either spare ribs or steak. They did not want me to pay for the food and said I can pay it when I check out on Sunday together with the accommodation which they still did not confirm the amount.

Turns out they were able to start the generator again on Saturday evening? How did they manage to catch the diesel falling from the sky all of the sudden? Or did they lie about not having diesel??

We sat in our cars charging phones and getting some heat from the heaters.

19:25 I received a knock on the door saying Eskom is back on. Still, no warm bath. Still not enough blankets and everyone’s clothes are wet from having to walk up and down between the restaurant and their chalets.

One of the guests wanted to leave and take his chances sitting in their car on the road with his family as he found it much more appealing than paying for another night and sitting in his car anyway. They refused to unlock the gate for him to leave. He was in a frantic state of panic and still no compassion from ANY of the staff.

I must commend David and one other friendly and helpful young man who at least tried to be friendly, but I found who was used my management as canon fodder for their utter incompetence and lack of will to even try and assist their guests.

Before I left on Sunday, I asked David they email me my final account as I REFUSED to walk with my last pair of dry clothes to their reception area to pay for service/accommodation which did not cost them ANYTHING. I am even not happy to pay for the food, which I did order, but which was inedible. but I will pay that as I did order it without being forced.

If I could have gotten out in ANY way on Saturday, I would have and I am more than certain the establishment has insurance against acts of nature which would have covered any losses. If not, WHY!?

I feel they ******ed the guests and I am willing to take this matter however far necessary to be heard. If the owners and management are content with this level of service, good on them. In any other circumstances I would have insisted on a discount for the utter inconvenience and incompetence for the evening I actually booked for, Friday. But I refuse to pay the full amount for the second night with absolute NO humanity, service, amenities or facilities - except for a flushing toilet. Luckily I took my own toilet paper as well, as I was provided on Friday with a ¾ used roll!

I can also almost guarantee that this specific establishment will not even bother to address my letter or this issue as the absolute ONLY thing they have going for them is their location. So, they keep on getting bookings from one timers and will not bat an eye for the people who will never return whilst under this management.

What an utter disgrace!

I was in chalet 6 if you were questioning the gap in your balance sheet of dishonest income.

It will not help to send this complaint to their office and I cannot find details of the owners of this establishment to bring it to their attention.