Extremely BAD customer service, lack of communication to the customers which boils down to ''bad customer service''

Extremely BAD customer service

I made a booking through Booking.com. On the website I got attracted by the facility and unfortunate for me I did not check the reviews before I reserved my booking. The website indicated that there is free WIFI. I had to indicate if I needed parking on my booking and also to note any special requirements. I was also supposed to indicate the time I would like to check in. I therefore indicated that I would like to check in at 14h00 and that I needed extra parking for the other car and gave reasons. The check in on the website is from 16h00 to 18h00.

My booking was from 22nd to 25th March 2021. I tried several times to call to inform them that I am running late I will not be able to check in at 14h00 as per the booking but,

(1) I could not get through. I got to the resort at 15h10. The receptionist informed me that,

(2) my room was not ready, that I must come back at 16h00 to fetch the key. (What is the reason for indicating the time you want to check in?) I collected the key at 16h00, I was directed to my unit/room.

(3) when I got there I did not know which room was mine due to the layout. It is a house with 2 bedrooms, kitchen, lounge, patio and swimming pool with a braai area. I tried to call the reception just to be sure on both the numbers they provided but they were not going through for some reason. I eventually saw the room and unpacked my things.

(4) I went to the kitchen to use the sink, one of the cleaning ladies found me in the kitchen and asked me if I booked the kitchen I said no I was not aware that you only use the kitchen if you made a prior booking for it also. This I was not told. The linen was brought in but there were no pillow cases. The cleaners promised to come back for the pillow cases which happened at 19h10. What if I was busy.....

(5) I then realized that there is no WIFI in the rooms. I went to enquire at the reception and I was told that the WIFI is only for the reception area. I asked the receptionist why is it showing on the website, she said they do inform clients when they do bookings telephonically. I said to her that they should inform every customer as they give them the keys whether the booking was made via the website or telephonically. I then asked abut the swimming area and the braai area, I was told that if I did not make prior booking for the kitchen I cannot use either the braai area or the pool.

(6) Every room has a patio with a table and two chairs. The table looked dirty as if it was from the last time it was used. I had to clean it and and also sanitized it before I can use it.

(7) The tea, coffee and sugar sachet were replenished at 19h10 the same time they brought the pillow cases. They brought in 2 cups as well but there were no s****s. I used my sunglasses to stir in the morning.

(8) I went out to the shops and upon my return there was a car parked where I had parked since my arrival. I went to the reception to ask them to tell the owner to remove the car because I paid for the parking on my booking. To my surprise I was told that a parking bay (which occupies 2 cars), is used by 4 rooms/units on a first come first serve basis. I made her aware that I arrived on Sunday which makes me the first person to occupy the parking. The lady at reception said it is first come first serve as in whoever found the parking empty will use it and whoever finds the parking occupied will have to go to the parking bays a bit further from the unit. I then asked her why was there no awareness about the issue of the kitchen, the lounge, the swimming pool, the braai area, the WIFI, the parking etc. This should be a standard information to everyone who checks in to avoid people always running to the reception area.

I am so ****ed, I am checking out tomorrow morning I cannot wait. I will not recommend this place to any of my friends/colleagues or anyone for that matter. I take customer service/satisfaction very seriously. People who cannot provide decent customer service expects it when they visit the shops, clinics etc...how ironic.