Poor Customer Service

Please see below a booking confirmation in which I had selected the incorrect dates.

However I did call in on 10/03/2023 to correct this error. I called at 17:21 and was told that there is a problem with the system being slow, I then called at 18:00. I have records of these call logs should you wish to see them.

I requested help that the dates be changed to check in on the 18/03/2023 and also asked if I could have the same room. I have forgotten the ladies name that I spoke to as I was under stress with my mum at the hospital. However, even at my departure on the 21/03/2023 the manager Anesha would not tell me who took my call on the 10/03/2023.

Whoever the lady was that took my call had told me that my booking would be fine and I would be able to have the same room. I believed her and did not worry about it thereafter.

Only to receive a call on the morning of the 18/03/2023 by Busi asking why I did not show up to my booking. I had explained to her that I did call in and gave her the times I called to change the booking as I did make a mistake and the lady that took my call said all would be fine.

No one at San larmeer would help me even to honor my booking at a later date.

I spoke to the assistant manager Anesha and all she could tell me was that the staff know that they cannot change booking made through Booking.com, however this particular staff member did not tell me that.

I have paid R R1707.14 for this booking in celebration of my birthday, Booking.com have paid San larmeer for the booking. All I ask is if you can help with allowing me my 1 night stay at a later date.

If not then I believe the female staff member that took my call on the 10/03/2023 between 17:21pm - 18:00pm should be held accountable for not giving out the correct information.

San Larmeer was highly recommended and that is why I chose to celebrate my birthday but the reasons below were very disappointing.

Please also see the below list of complaints during my stay in Room 402; 1. There was no hot water. I called reception on both days of my stay to inform them of this. 2. The lights in the shower and wash basin area did not work and maintenance did attend to it on the 20/03/23. However on the morning of the 21/03/2023 it did not work. 3. The coffee was not replaced in the room after the room was serviced. 4. At breakfast my husband and I were shocked when the lady at the omelette station had told a gentalman who sounded like he was from Briten that she had given him an omelette already, when he asked what did you put in it she rep**** by say " I won't talk about that now but what do you want", to which the elderly gentlman responded I would like cheese. We have been on many holidays prior to San Larmeer and never have I ever heard staff speak to guests in that manner. 5. At dinner on the 19/03/2023 we were told we cannot order chips as there were no potatoes, no Lemons and my Rock Shandy drink was served to me with what tasted like only a drop of rock Shandy. The waitress took it back to the bar only to find out that there was not enough rock shandy but they just gave it to me anyway.

I do hope with the above treatment that I received you would consider honoring my 1 night stay and I hope that it would be better than this past weekend as it was my birthday celebration.