Horrible Stay and customer service

I stayed over at Southern Sun Elangeni on Friday night into Saturday (7th March to 8th March) and would like to express my disappointment in a 5 star hotel.

On Friday when I checked into the hotel, around 2:30pm I had facilities that knocked my hotel room door and then said hello, as I was walking to answer, they opened the room door and I was confronted by 3 gentlemen, I was scared and shocked as they asked me if my room had a window problem and I informed them no. They showed me no identity of employment. Please guide with the below as privacy was broken:

1. What is your process for employees to enter hotel rooms that are occupied? 2. Do your employees have any employee cards to show before entering a room? 3. Why was this being completed when I checked inn?

What if we were having a private moment or changing or if a lady was alone in the apartment.

To add room service came to my room knocking the door numerous times trying to understand if I have toilet roll, I found this strange as I just checked inn so surely the room service employee would check this before handing the room over to me.

To add, around 3pm I called to complaint that the room aircon wasn’t working , after 2 hours I had to call again to escalate this matter post this call 30 mins later a tech attended to this matter. He confirmed that the aircon wasn’t working and attempted to clean the aircon, he did advise that I should them within 30 mins if the aircon isn’t working, of which I did. It was so uncomfortable, as my partner and I couldn’t sleep with the heat on Friday , we did open the window but the sound from outside was a little loud. We didn’t sleep much, at 6am we started to pack up and attempted to eat breakfast however we couldn’t make it as we were drained , restless and tired. We checked out at 8am and was very disappointed with the experience with received as I wanted to spoil my partner, and all my efforts went to vain.

I just really hope this doesn’t happen to another person who is attempting to spoil their partner and spending their hard-earned money as I lost over R1800 on this stay that wasn’t good at all.

I emailed their manager Lettisha on Monday but to date no response. I called them up and spoke to Beneee and she said she will call me the following day with feedback but then again no call. Surely youll call your customer to provide them progression.

I am sadden that I wasted R1800 to sleep restless, be in destress and not enjoy my holiday plus to check out early due to this.