Difference in service between StayEasy CBD & Cape Sun

My wife and I had a reservation at the StayEasy City Bowl for the 28th of January 2022. Online booking was easy as always. We arrived at the StayEasy City Bowl at approximately 13h45, there were guests checking in, so we waited. My wife waited in the seating area, while I was assisted by Kuhle.

I cannot find the words to describe the total disaster check in was, this was the first time we stayed at the hotel. Kuhle felt it was okay for her to assist me and speak to other guests, even referring to one guest as “chommie”. I then told her that I am getting highly irritated as she is busy with me and should be focused on me and not having conversations or wanting to deal with queries with other guests. She with attitude apologised, at this point I requested to speak to duty manager (DM), she proceeded to call the DM (Luyo) and spoke to him not in English which I found to be disrespectful as I do not understand an African language. After the call she then asked if I am going to wait for the DM or must she finish with me. I then asked her if she was not checking me in. She completed the check in process and handed me the key card and told me the room number, nothing explained. I must point out here that when booking was made, under comment section of contact details, I requested a room as far away from elevators but instead Kuhle decided a room right at the elevator would be best.

My wife and I waited more than 15min in the foyer for the DM to arrive, in the interim of us waiting two gentlemen arrived at the front desk and started assisting guest. As time passed by, I decided to call the hotel from my mobile and request to speak to the DM, the lady who answer was in shock as she looked up and saw me on my mobile and then looked at the gentleman on her left and told him about the call. The gentleman was Luyo, who then only proceeded to come and speak to me which by this time 20mins has passed by. I advised him that I no longer wish to talk to him and would like to speak to GM, Mr Trevor Philander. We waited another 10mins for Luyo to contact the GM, my wife and I then decided to go to the room and wait on contact from GM, the GM called me while in the room at 14h28 (call lasted 3m23s) I explained what had happened and his response was that he would speak to his team, no apology nothing. I tried to call GM at 15h00 & 15h07 as no one had contacted us after discussion at 14h28. Finally, at 15h10 he answered, and I advise him that no one made contact yet, honestly, he did not sound surprised or shock. At this point we came to the realisation that this was the level of service from the hotel, as the GM was not shocked or surprised of the attitude of his staff. Once again, we sat in the room waiting on StayEasy staff at 15h55 we decided that it was enough and that we no longer wanted to stay at the hotel.

We were met in the foyer by a gentleman by the name of Bevan, wow what I different personality and the professionalism and friendly attitude of Bevan is way beyond what the StayEasy deserves. He apologised and we told Bevan that we cannot accept his apology as he had done nothing wrong, and we appreciated his efforts to have it resolved but we have decided to instead leave the hotel and requested a full refund in cash. Once the refund was approved and processed. There is a large remark that I made on check out sheet, BAD SERVICE. The attitude of GM, DM and front desk staff is pathetic and that is being kind.

We left the hotel and proceeded directly to the Cape Sun hotel, WOW from check-in, Matshezandile assisted us with check-in, acknowledged that I was a rewards member, first time ever since being a rewards member that this has happened. He explained in detail everything from breakfast times, so when the restaurant would open for supper, even went as far as offering my wife candy. To the GM of Cape Sun Matshezandile & Basheer is truly assets to your establishment.

We proceeded to our room and just dropped our bags and made our way to the Le Bar, if we thought check-in was a WOW experience then we were not ready for Siya who is also extremely friendly and professional, not only did he wait till we were seated but only came over when we called him. Ruaan at breakfast what a personality and he made something as simple as a cup of coffee/latte an experience.

Wayne, you have gems in your hotel, look after them.