Half eaten food!

To say my experience at the Maslow Hotel in Sandton was bad is putting it very very mildly.

To begin with my wife and I paid for a room with a balcony, through booking.com. Upon checking in on Saturday evening (16 December 2017) at about 8pm we found out to our dismay that the room didn't have a balcony. We calmly approached reception to ask for assistance and the first lady at the reception area (I can provide a name) was rude to us, especially my wife, and simply referred us to another receptionist as if the situation was our fault. The second lady at least tried to explain that the type of room we booked apparently doesn't come with a balcony, unfortunately however, after we pointed out that the pictures on the booking.com website showed the room as having a balcony, the buck was passed and blame was placed at the door of booking.com. According to my understanding the pictures of the rooms are supp**** by the relevant hotel. Nonetheless, we didn't kick up a fuss and asked for a different room that would meet our requirements. Unfortunately (again), the response was that we would have to be DOWNGRADED to a smaller room, but the hotel would NOT refund us the difference between what we had paid and the actual cost of the room. Again, we accepted this without rancour despite the error clearly having been on the side of the hotel.

We then proceeded to order dinner, which came about an hour after we ordered and was cold. We had ordered bottled still water but were instead given what I can only assume to be tap water. This, although bad, was forgivable in our eyes. What wasn't forgivable is that upon unwrapping the meat platter we ordered it came to light that at least the ribs and the chicken wings had been BITTEN INTO ALREADY!!!!!!!

We once again went to reception but this time our complaints were a bit louder - unfortunately (once again) the gentleman who was on duty at the reception found the situation amusing and chose to offer us something in between a grin and a smirk. I fail to find the humour in being served half eaten food but apparently for the Maslow staff such a situation is quite funny.

After a long discussion and debate we were eventually told that we would be given a full refund for the room and the food we ordered. The food cost was indeed refunded but we are still awaiting our refund for the hotel room and for the amounts that were held in reserve on my card to be released. We were promised that someone would contact us on Monday 18 December 2017 to discuss this and to confirm the refund. It is now 5.30pm on Wednesday 20 December 2017 and still not an email or phone call from the Maslow!