The worst customer experience I have ever had - Beacon Island Resort

When I came across this site, I felt compelled to share a review of the worst customer service I have ever experienced, even though it happened two years ago. I stayed at the Beacon Island Hotel.

During my stay, I had a bag of laundry that I intended to take to reception to enquire about. As I left my room, I happened to meet the housekeeping manager. I asked him:

1. Does the hotel offer a laundry service? He said “Yes”. 2. How does it work? 3. Do I need to take the laundry to reception?

He told me, “It’s fine, you can give it to me,” so I handed it to him.

The following day, I received a box containing my clean clothes, along with a bill for R500. The hotel charges per item rather than by weight, as a laundromat would. Had I been told this, I would never have used the service.

I later discovered that there was a laundry bag and price list hidden under the TV stand in the room. The list had been completed and signed by a stranger, did not have my name on it and was actually under the name of my friend, who the room was booked under.

At checkout, I explained what had happened, but none of the staff seemed to care. I then spoke to the housekeeping manager, who was extremely rude and sarcastic. He told me it was my fault because I had not specifically asked how much the laundry would cost. Apparently, the questions I had asked were not enough for me to be properly informed.

His attitude was honestly the worst part of the entire experience. I spoke to several staff members, but they all sided with him, and I ultimately had to pay for:

• A service and pricing structure I had not been informed about and had not agreed to. • A ticked off laundry list I was unaware existed. • A laundry list that did not have my name or signature on it.

The lack of accountability and the way I was treated by the staff was extremely disappointing and completely unacceptable.