LM
Louise M
1 reviews | Active since Oct 2011
30 Aug 2021, 08:43
30% staff at Qwantani Fihrst resort but 100% occupancy
100% occupancy 30% staffed. Lost our booking on arrival. We had to call RCI ourself to get the matter resolved. We stood for an hour waiting forever our booking to be sorted, listening to the Manageress moan and groan about RCI. Our room wasn’t even ready at 4pm. They told us they were just washing the windows. Got to the room and they were still mopping floors, washing windows, cleaning kitchens. Restaurant closed on Sunday with no warning to guests. Manager told us it was in our pamphlet. Pamphlet said nothing about it being closed on Sunday. We tried to book horse riding for Sunday afternoon and Monday morning. Sunday afternoon we were told the horses were on a 6 hour ride, but we walked down to the stables and saw all the horses in the field and the stable guy jumping in a taxi to go home. Manageress told us there is no horse riding on a Monday. As we were checking out on Monday 6 kids ran in telling them they had booked for horse riding that morning, but we were told there was nothing available. Lies lies and more lies. The shop is only opened 10 to 12, 2 to 4 and 4 to 6pm i think it is. It’s such a pity as the resort venue is beautiful but it’s being run into the ground by lack of staff and Fihrst’s policy about 30% staff during COVID but 100% occupancy. Guests are suffering. Staff are suffering. It took so long for our food to arrive on Friday night that it was quicker for us to drive the whole way to Clarens for breakfast. The only helpful staff member was Matthews who was the barman on duty what seemed like 24/7, but he always had a smile.
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Qwantani Holiday Resort's replyOfficial
04 Sept 2021, 14:09Dear Louise
Thank you for choosing to stay at Qwantani and for taking the time to share your experience.
We value you constructive feedback and can assure you that this has been noted across all issues that have been so kindly brought to our attention and mentioned here.
Let me start by replying to your message in order of it being sent;
1. Your reservation was made through an outside club, two parties who clearly failed to communicate with each other hence the reason that it had not yet appeared on our system.
At no stage was the booking "lost" as you mention and we followed due process to try and locate it and allocate it accordingly irrespective of who was called first, the party concerned which you mention or our Head Office. This is part of our process that we follow in cases like this. Believe me, it is not the first time we have encountered an issue like this. When the party was called we did not get through and it was pure luck that you happened to get through when you did.
2. You had been allocated into to unit RE03 and SB02 as per your guest certificates, the only issues being is that we had RE03 under a different name. As mentioned above, we cannot just take the guest certificate as confirmation and check guests in and have to ensure that this is done accordingly on the system under the correct name. This should be taken up with the relevant clubs concerned who you booked through. We have no control over their systems.
Your other unit, SB02 was ready on arrival and the manageress informed you of this but you then said that you did not want that unit as it was not close to the other one (RE03). She also informed you that whilst it was ready you could wait there whilst the other issue was sorted out. You declined this unfortunately and insisted on being closer together.
The manageress then went out of her way to allocate other units, moving other guests around and finding you units closer together namely ST05 and DU06. By this time your original units were both ready but due to the change you arrived at one unit that was not.
We go out of our way to assist guests where possible, at times, to the point of moving guests around who would have been very happy to have gone into those units. As we did with you upon your request.
3. This all said, I am also not ashamed, apologetic yes, to admit, when we are wrong and the debacle experienced with the horse bookings etc is something that I have looked into and found that here we were indeed wrong and that there was a total breakdown in communication regarding this. I have personally re-looked at systems and procedures and we have app**** the necessary remedial attention where necessary. I can however assure you that there were never ever any lies involved as you repeatedly mention.
What I can say is that there was a two hour ride at one point but only two horses were used for this ride. The other would therefore have been in the paddocks.
4. You will be happy to hear that we certainly dropped the ball on the restaurant times, which was a mistake from our side. The restaurant was supposed to be closed but it was just never mentioned in the pamphlet. You met with the Deputy General Manager during this interaction. I mention this so that he is not labelled as the poor guy in charge and takes all the blame. I am not one for titles but this is where I take the responsibility. For all this inconvenience we sincerely apologize, I can fully understand your frustration regarding this.
5. I have also personally investigated and viewed the issue raised regarding the unit cupboards and admit that these do need attention as has been given to other units within the resort during the extensive refurbishment process currently underway. The stains you see on the cupboard doors are in actual fact caused by a cleaning agent incorrectly used at one stage and are irremovable from the wrapped cupboard doors. We do apologize for this.
Any other issues regarding cleaning have been addressed accordingly.
You continued to mention issues around profiteering from "abuse" of staff it seems but I can also assure you that this is most certainly not the case. Staff are given adequate time off and yes, we may be busy over a weekend but this is certainly compensated by time off alternatively and our staff remain happy.
All in all I must say that your have certainly raised some valid points which, without these, we could never grow. We realize we are not perfect, who is after-all?
We do our best to accommodate everyone and yes, w are human and drop the ball and make mistakes. We learn from these and continue to do our best. Furthermore, we are not ashamed to apologize but also do not lie, make mistakes yes, but do not lie.
As mentioned, we take all feedback constructively and deem it valuable and it is certainly utilized as a tool going forward. We take all feedback, irrespective of its nature and analyze and discuss this, sometimes many times over to better our establishment and our offering.
I trust that my response has given you some peace of mind in that you have added constructively to the future management of our lovely property.
As to whether you will ever be back is entirely up to you. It would however be my pleasure to welcome you.
What I do ask is for you to please not paint every First Group property with the same brush if you have not yet visited these.
We pride ourselves in what we do but remain human as well.
Best wishes in finding your ultimate getaway.
Kind regards
Craig Hill
General Manager
Qwantani Berg & Bush Resort l
Thank you for choosing to stay at Qwantani and for taking the time to share your experience.
We value you constructive feedback and can assure you that this has been noted across all issues that have been so kindly brought to our attention and mentioned here.
Let me start by replying to your message in order of it being sent;
1. Your reservation was made through an outside club, two parties who clearly failed to communicate with each other hence the reason that it had not yet appeared on our system.
At no stage was the booking "lost" as you mention and we followed due process to try and locate it and allocate it accordingly irrespective of who was called first, the party concerned which you mention or our Head Office. This is part of our process that we follow in cases like this. Believe me, it is not the first time we have encountered an issue like this. When the party was called we did not get through and it was pure luck that you happened to get through when you did.
2. You had been allocated into to unit RE03 and SB02 as per your guest certificates, the only issues being is that we had RE03 under a different name. As mentioned above, we cannot just take the guest certificate as confirmation and check guests in and have to ensure that this is done accordingly on the system under the correct name. This should be taken up with the relevant clubs concerned who you booked through. We have no control over their systems.
Your other unit, SB02 was ready on arrival and the manageress informed you of this but you then said that you did not want that unit as it was not close to the other one (RE03). She also informed you that whilst it was ready you could wait there whilst the other issue was sorted out. You declined this unfortunately and insisted on being closer together.
The manageress then went out of her way to allocate other units, moving other guests around and finding you units closer together namely ST05 and DU06. By this time your original units were both ready but due to the change you arrived at one unit that was not.
We go out of our way to assist guests where possible, at times, to the point of moving guests around who would have been very happy to have gone into those units. As we did with you upon your request.
3. This all said, I am also not ashamed, apologetic yes, to admit, when we are wrong and the debacle experienced with the horse bookings etc is something that I have looked into and found that here we were indeed wrong and that there was a total breakdown in communication regarding this. I have personally re-looked at systems and procedures and we have app**** the necessary remedial attention where necessary. I can however assure you that there were never ever any lies involved as you repeatedly mention.
What I can say is that there was a two hour ride at one point but only two horses were used for this ride. The other would therefore have been in the paddocks.
4. You will be happy to hear that we certainly dropped the ball on the restaurant times, which was a mistake from our side. The restaurant was supposed to be closed but it was just never mentioned in the pamphlet. You met with the Deputy General Manager during this interaction. I mention this so that he is not labelled as the poor guy in charge and takes all the blame. I am not one for titles but this is where I take the responsibility. For all this inconvenience we sincerely apologize, I can fully understand your frustration regarding this.
5. I have also personally investigated and viewed the issue raised regarding the unit cupboards and admit that these do need attention as has been given to other units within the resort during the extensive refurbishment process currently underway. The stains you see on the cupboard doors are in actual fact caused by a cleaning agent incorrectly used at one stage and are irremovable from the wrapped cupboard doors. We do apologize for this.
Any other issues regarding cleaning have been addressed accordingly.
You continued to mention issues around profiteering from "abuse" of staff it seems but I can also assure you that this is most certainly not the case. Staff are given adequate time off and yes, we may be busy over a weekend but this is certainly compensated by time off alternatively and our staff remain happy.
All in all I must say that your have certainly raised some valid points which, without these, we could never grow. We realize we are not perfect, who is after-all?
We do our best to accommodate everyone and yes, w are human and drop the ball and make mistakes. We learn from these and continue to do our best. Furthermore, we are not ashamed to apologize but also do not lie, make mistakes yes, but do not lie.
As mentioned, we take all feedback constructively and deem it valuable and it is certainly utilized as a tool going forward. We take all feedback, irrespective of its nature and analyze and discuss this, sometimes many times over to better our establishment and our offering.
I trust that my response has given you some peace of mind in that you have added constructively to the future management of our lovely property.
As to whether you will ever be back is entirely up to you. It would however be my pleasure to welcome you.
What I do ask is for you to please not paint every First Group property with the same brush if you have not yet visited these.
We pride ourselves in what we do but remain human as well.
Best wishes in finding your ultimate getaway.
Kind regards
Craig Hill
General Manager
Qwantani Berg & Bush Resort l
Qwantani Holiday Resort's reply04 Sept 2021, 14:09
Official
Dear Louise
Thank you for choosing to stay at Qwantani and for taking the time to share your experience.
We value you constructive feedback and can assure you that this has been noted across all issues that have been so kindly brought to our attention and mentioned here.
Let me start by replying to your message in order of it being sent;
1. Your reservation was made through an outside club, two parties who clearly failed to communicate with each other hence the reason that it had not yet appeared on our system.
At no stage was the booking "lost" as you mention and we followed due process to try and locate it and allocate it accordingly irrespective of who was called first, the party concerned which you mention or our Head Office. This is part of our process that we follow in cases like this. Believe me, it is not the first time we have encountered an issue like this. When the party was called we did not get through and it was pure luck that you happened to get through when you did.
2. You had been allocated into to unit RE03 and SB02 as per your guest certificates, the only issues being is that we had RE03 under a different name. As mentioned above, we cannot just take the guest certificate as confirmation and check guests in and have to ensure that this is done accordingly on the system under the correct name. This should be taken up with the relevant clubs concerned who you booked through. We have no control over their systems.
Your other unit, SB02 was ready on arrival and the manageress informed you of this but you then said that you did not want that unit as it was not close to the other one (RE03). She also informed you that whilst it was ready you could wait there whilst the other issue was sorted out. You declined this unfortunately and insisted on being closer together.
The manageress then went out of her way to allocate other units, moving other guests around and finding you units closer together namely ST05 and DU06. By this time your original units were both ready but due to the change you arrived at one unit that was not.
We go out of our way to assist guests where possible, at times, to the point of moving guests around who would have been very happy to have gone into those units. As we did with you upon your request.
3. This all said, I am also not ashamed, apologetic yes, to admit, when we are wrong and the debacle experienced with the horse bookings etc is something that I have looked into and found that here we were indeed wrong and that there was a total breakdown in communication regarding this. I have personally re-looked at systems and procedures and we have app**** the necessary remedial attention where necessary. I can however assure you that there were never ever any lies involved as you repeatedly mention.
What I can say is that there was a two hour ride at one point but only two horses were used for this ride. The other would therefore have been in the paddocks.
4. You will be happy to hear that we certainly dropped the ball on the restaurant times, which was a mistake from our side. The restaurant was supposed to be closed but it was just never mentioned in the pamphlet. You met with the Deputy General Manager during this interaction. I mention this so that he is not labelled as the poor guy in charge and takes all the blame. I am not one for titles but this is where I take the responsibility. For all this inconvenience we sincerely apologize, I can fully understand your frustration regarding this.
5. I have also personally investigated and viewed the issue raised regarding the unit cupboards and admit that these do need attention as has been given to other units within the resort during the extensive refurbishment process currently underway. The stains you see on the cupboard doors are in actual fact caused by a cleaning agent incorrectly used at one stage and are irremovable from the wrapped cupboard doors. We do apologize for this.
Any other issues regarding cleaning have been addressed accordingly.
You continued to mention issues around profiteering from "abuse" of staff it seems but I can also assure you that this is most certainly not the case. Staff are given adequate time off and yes, we may be busy over a weekend but this is certainly compensated by time off alternatively and our staff remain happy.
All in all I must say that your have certainly raised some valid points which, without these, we could never grow. We realize we are not perfect, who is after-all?
We do our best to accommodate everyone and yes, w are human and drop the ball and make mistakes. We learn from these and continue to do our best. Furthermore, we are not ashamed to apologize but also do not lie, make mistakes yes, but do not lie.
As mentioned, we take all feedback constructively and deem it valuable and it is certainly utilized as a tool going forward. We take all feedback, irrespective of its nature and analyze and discuss this, sometimes many times over to better our establishment and our offering.
I trust that my response has given you some peace of mind in that you have added constructively to the future management of our lovely property.
As to whether you will ever be back is entirely up to you. It would however be my pleasure to welcome you.
What I do ask is for you to please not paint every First Group property with the same brush if you have not yet visited these.
We pride ourselves in what we do but remain human as well.
Best wishes in finding your ultimate getaway.
Kind regards
Craig Hill
General Manager
Qwantani Berg & Bush Resort l
Thank you for choosing to stay at Qwantani and for taking the time to share your experience.
We value you constructive feedback and can assure you that this has been noted across all issues that have been so kindly brought to our attention and mentioned here.
Let me start by replying to your message in order of it being sent;
1. Your reservation was made through an outside club, two parties who clearly failed to communicate with each other hence the reason that it had not yet appeared on our system.
At no stage was the booking "lost" as you mention and we followed due process to try and locate it and allocate it accordingly irrespective of who was called first, the party concerned which you mention or our Head Office. This is part of our process that we follow in cases like this. Believe me, it is not the first time we have encountered an issue like this. When the party was called we did not get through and it was pure luck that you happened to get through when you did.
2. You had been allocated into to unit RE03 and SB02 as per your guest certificates, the only issues being is that we had RE03 under a different name. As mentioned above, we cannot just take the guest certificate as confirmation and check guests in and have to ensure that this is done accordingly on the system under the correct name. This should be taken up with the relevant clubs concerned who you booked through. We have no control over their systems.
Your other unit, SB02 was ready on arrival and the manageress informed you of this but you then said that you did not want that unit as it was not close to the other one (RE03). She also informed you that whilst it was ready you could wait there whilst the other issue was sorted out. You declined this unfortunately and insisted on being closer together.
The manageress then went out of her way to allocate other units, moving other guests around and finding you units closer together namely ST05 and DU06. By this time your original units were both ready but due to the change you arrived at one unit that was not.
We go out of our way to assist guests where possible, at times, to the point of moving guests around who would have been very happy to have gone into those units. As we did with you upon your request.
3. This all said, I am also not ashamed, apologetic yes, to admit, when we are wrong and the debacle experienced with the horse bookings etc is something that I have looked into and found that here we were indeed wrong and that there was a total breakdown in communication regarding this. I have personally re-looked at systems and procedures and we have app**** the necessary remedial attention where necessary. I can however assure you that there were never ever any lies involved as you repeatedly mention.
What I can say is that there was a two hour ride at one point but only two horses were used for this ride. The other would therefore have been in the paddocks.
4. You will be happy to hear that we certainly dropped the ball on the restaurant times, which was a mistake from our side. The restaurant was supposed to be closed but it was just never mentioned in the pamphlet. You met with the Deputy General Manager during this interaction. I mention this so that he is not labelled as the poor guy in charge and takes all the blame. I am not one for titles but this is where I take the responsibility. For all this inconvenience we sincerely apologize, I can fully understand your frustration regarding this.
5. I have also personally investigated and viewed the issue raised regarding the unit cupboards and admit that these do need attention as has been given to other units within the resort during the extensive refurbishment process currently underway. The stains you see on the cupboard doors are in actual fact caused by a cleaning agent incorrectly used at one stage and are irremovable from the wrapped cupboard doors. We do apologize for this.
Any other issues regarding cleaning have been addressed accordingly.
You continued to mention issues around profiteering from "abuse" of staff it seems but I can also assure you that this is most certainly not the case. Staff are given adequate time off and yes, we may be busy over a weekend but this is certainly compensated by time off alternatively and our staff remain happy.
All in all I must say that your have certainly raised some valid points which, without these, we could never grow. We realize we are not perfect, who is after-all?
We do our best to accommodate everyone and yes, w are human and drop the ball and make mistakes. We learn from these and continue to do our best. Furthermore, we are not ashamed to apologize but also do not lie, make mistakes yes, but do not lie.
As mentioned, we take all feedback constructively and deem it valuable and it is certainly utilized as a tool going forward. We take all feedback, irrespective of its nature and analyze and discuss this, sometimes many times over to better our establishment and our offering.
I trust that my response has given you some peace of mind in that you have added constructively to the future management of our lovely property.
As to whether you will ever be back is entirely up to you. It would however be my pleasure to welcome you.
What I do ask is for you to please not paint every First Group property with the same brush if you have not yet visited these.
We pride ourselves in what we do but remain human as well.
Best wishes in finding your ultimate getaway.
Kind regards
Craig Hill
General Manager
Qwantani Berg & Bush Resort l