Diabolical accommodation and service experience at Silverstar Casino!!

<p>On the evening of Saturday 20 August, Silverstar Casino staff and management&nbsp;</p> <p>1.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Cancelled our accommodation booking AFTER we had confirmed our intention to use the rooms at 10am and had left our bags at reception</p> <p>2.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Refused to acknowledge responsibility for their mistake</p> <p>3.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; They would not assist with finding us alternative accommodation and transport</p> <p>4.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Made no attempt for the manager who refused to help us to actually talk to us personally, he simply gave a message to the receptionist.</p> <p>5.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Kept us waiting &nbsp;for over 3 hours despite us being exhausted from a 4am start and full day&rsquo;s work</p> <p>6.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Only made any tangible reaction after two hours when we were forced to sleep in an office on pillows taken from their couch</p> <p>7.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Allowed a staff member to take responsibility herself for her mistake without supporting her or acknowledging the fact that they were ultimately responsible</p> <p>8.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Put us in the awkward situation whereby we had to accept personal transport from their staff member who paid herself for alternative accommodation as Silverstar refused to assist us themselves</p> <p>9.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Effectively put the blame on the staff member entirely, whereas the real issue was the appalling way we were dealt with by staff and management.</p> <p>10.&nbsp;&nbsp; Were happy to embarrass their long-standing client who books a big function for between 350 and 600 women each year at the venue, and for whom they had confirmed use of the room earlier, by refusing to help us.</p> <p>&nbsp;Additional notes:</p> <p>&nbsp;1.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; We were told that they had sent sms&rsquo;s to us to check if we were still coming, which neither of us received, after which they said they needed our room and utilized it because we did not reply. We didn&rsquo;t get the sms&rsquo;s AND we were working in their Conference Room at the time where comedian Gino Fabbri was entertaining 350 ladies at a fundraising function for the second year running.</p> <p>2.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; After an hour and a half of waiting, the manager told the receptionist to tell us that because the room had been given on a complimentary basis, they refused to run any expenses relating to transport and accommodation despite the issue being very much their fault</p> <p>3.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Comedian Gino Fabbri is a celebrity in his own right</p> <p>&nbsp;Here is my initial Facebook post on the subject:</p> <p>&nbsp;Silverstar Casino, you suck like a great big sucky thing!!</p> <p>&nbsp;Here officially is my tired and incredulous Facebook moan about what must be the worst service I have ever received from an accommodation establishment.</p> <p>We arrived at Silverstar at 10am this morning and went straight to reception to check in, identified ourselves and were told that our rooms are not ready yet, so we told them we will check in afterwards and we left our bags at reception.</p> <p>&nbsp;Cut to 20h00 when we go to check in and are told that our booking was cancelled because we never returned an sms they 'sent' us to find out if we are still coming, which we never received, and aside from that, we were ****** working in their Conference Centre where Gino was entertaining 350 ladies for the second year.</p> <p>&nbsp;After two hours of waiting and arguing, we get sent a message from the manager, who has no interest in talking to us, that because the rooms were sponsored, they take no responsibility in helping us in any way!</p> <p>&nbsp;Despite my protestations that the complimentary status has nothing to do with things as our booking had been confirmed, they were not even prepared to let me speak to the manager or one higher up the chain!</p> <p>&nbsp;So here we are with no transport, expecting our lift to the airport to arrive at 6am, forced to find an office to sleep on cushions we got from the reception chairs!!</p> <p>&nbsp;Unbelievable. I have never experienced something like this in my life before!!</p> <p>&nbsp;Does anybody know someone high up in this Godforsaken establishment who might actually give a rat's **** that I can complain to?</p> <p>&nbsp;Gary Hemmings</p> <p>********** 079</p> <p>&nbsp;</p>