Weeks of no response HELL VALENTINES DAY

From: Scarlett Moon <***> Date: 15 February 2021 at 16:22:57 SAST To: *** Cc: Ryan Sturgiss <***> Subject: Valentine’s Day from hell

Hello Etienne,

Where do I start! Absolute Neglect from booking staff caused a Valentines evening to be spoiled. I was contacted by Radisson on Thursday last week two days before our booking to upgrade to their valentine's package. R850 extra for two massages, a platter and the room to be done up romantically. I thought this was great and wanted to surprise my husband without him knowing. I did however express 2 concerns i had one was about that we will not have time to do the couples massages and asked if that could maybe be substituted for a bottle of champagne the second was that we are vegan and if we could get a vegan platter. After consulting with the manager I was contacted back to confirm that she managed to organize the substitute. Great! Booked confirmed. I called front desk on Friday the 12 Feb to confirm that everything is in order and I got confirmation that it was.

Arrived on Saturday the 13th just after 4 to check into our romantic room and so excited to surprise my husband. As our card was being charged the amount fid not correspond to the upgrade I made. SADLY I had to spoil the surprise because now I had to ask if the upgrade and addition was made to the room. Only to find that nothing of the sorts was made and all of a sudden no one knows anything about the 3 telephonic conversations we had and 2 confirmations I did previous to the evening. We were moved to another room that was made up already and assured that the champagne and vegan platter will be sent up promptly to make up for this unfortunate mishapp from your staff.

After offloading our bags in the room we decided to have a ****tail downstairs whilst we wait for the platter and champagne to be set up. As we got down to the lobby we were met by a restaurant staff member I think he was the trainee manager who assured us that the platter is almost done and will be up shortly. The ****tails was about an hour and when we finished we went up to our room only to find the champagne. Confused we called the front desk to ask where is our platter and was told she could see them and they are on their way. That was around 5:30pm. 6pm and starving we called again because no platter had arrived. With another empty promise that it's on its way. By 7pm and after another 2 phonecalls to locate our platter it finally arrived. And what a disappointment, our platter consisted of the follow: a bunch of g****s, a few berries, 4 pepperdews and olives, a table s**** of seeds. As a moder upmarket hotel establishment surely you can offer vegans more than a silly few pieces of fruit.

Starving we now had to get out of the robes dressed to now go downstairs to find more food. The fact that we waited so long for a bunch of fruit is rediculous and frankly terrible service. Found ourselves having to go backwards and forwards with the kitchen as there was simply nothing except and over priced salad that they could offer us to eat. My point was simply that a salad I could've bought hours ago already from the spar across the road. No where were we made to feel like anyone was even remotely interested in trying to suggest a solution for us. And surely you have trained chefs who could've easily whipped up something small to make up for the already lost romantic evening we where so looking forward too! Alas we settled on 3 sides, rice, potatoes mashed, side veggies. As that is sadly the ONLY thing we were offered.

By 8pm we had to YET AGAIN call to find out where is our food. When it finally arrived after 8pm we where charged over R200 for 3 side dishes! The potatoes was just boiled and mashed NO SEASONING, NO SALT nothing to make it even a bit paletable. The Rice was the same cooked with NO SALT and the veggies was such a small amount that it hardly made the meal exciting.

My heart was shattered that I now spend so much money for what actually? For substandard service, terrible food, hours of our evening lost, and for it to become a lasting memory of the worst Valentines evening anyone could have