NOT A HAPPY BEACH BREAK EXPECTED - PEBBLE BEACH, SIBAYA

My sister and i checked into Pebble Beach holiday accommodation on the 29th of October 2020 - apartment 306.

We booked via bookings.com and were quoted an amount for our stay.

1 day before we arrived we received a call from an Agent - Unathi from the Managing Agent for the apartment - advising us that we had to pay a breakage and service fee of R1775 in addition to what were were charged on bookings.com.

We paid the amount in full prior to our arrival. We were then issued with the necessary codes etc for key collection and bio metrics.

On arriving at Pebble Beach Sibaya we collected our keys and entered our accommodation/apartment - apartment 306. We immediately noticed that the airconditioners were not working. We reported same to the agent Unathi we were dealing with as well as Pebble Beach directly.

A lady by the name of Thabisa who i believe was employed by Pebble Beach came up to the apartment to assist. NOTE - THABISA HAD A MASK AROUND HER NECK NOT ON HER FACE - She did not have a sanitizer either. She proceeded to check / test and swapping batteries in remotes. Then told us that perhaps we needed to switch off the airconditioner in the lounge to get the room airconditioners working. I asked her to come back after 30 minutes so we could test. 45 Minutes later i contacted Thabisa and asked her to come through as the heat was unbearable and we needed the airconditioners repaired. She came up and advised that someone from Maintenance would be through to check and repair if necessary. An hour later no one was there and we were then informed that the Maintenance team had left for the afternoon and would only attend to this the next morning. We were extremely unhappy as we had a 2 year old child with us and the heat was unbearable for us and the child.

Later that evening we were informed by the Agent that we would be moved to another room.

We moved our stuff to the new room 303- around 20:20 and placed the keys in the drop box outside the initial room. I immediately informed the Agent Unathi that the keys had been returned.

We had the same issue with the airconditioners in the 2nd Unit but by that time of the evening, were too tired to move again. I however, informed the Agent immediately again. I also suggested perhaps just filters needed to be cleaned.

She advised that someone would be through the next morning.

The next morning, Thabisa once again came up to our unit. Again no mask - She requested the keys to the 1st unit. I informed her that i had placed same in the drop box - she claimed that it was not there. I also informed her that I notified the Agent as soon as i had returned same. Thabisa then became very irritable and almost agitated - she then proceeded to ask me rather harshly to check all our bags. No Please - No apologies - just a rather harsh instruction. I checked my bags and informed her it was not there and i definitely placed same in the drop box. She stormed off very angrily.

Back to the airconditioners - we were at the apartment for the whole of friday morning and no maintenance people arrived. This was reported through the day to Unathi. Finally on Friday afternoon - we were informed that the owner of the Unit had advised that they would call someone to check the airconditioners.

NOTHING was attended too for the duration of our stay at Pebble Beach.

Despite having a beautiful apartment - it was rather unbearable to be in the Durban heat and humidity with ZERO airconditioning. It unfortunately made our stay rather unpleasant as we did not have a single night of decent sleep.

The cherry on the top was the party in apartment 304 - that was happening on Saturday night. The guests were screaming, loud music, banging dishes - at midnight we called the emergency number at Pebble Beach which went through to security at the precinct who then informed the security for Pebble Beach directly. WE heard the security inform the guests to keep the noise levels down - but 15 minutes later it was even worse. It went on until 3:00am. I did inform Unathi of this and requested details of the Management for Pebble Beach and of her Managing Agency so I could lodge a complaint. 2 days later when i requested again - did she forward me only details of the Office Manager at her office and none for Pebble Beach.

On return home - i informed the Agent that they requested a breakage deposit within 1 day which we paid - but due to the bad service, if they could kindly refund us in a shorter period than the 14 days they indicated for the return of same. Our stay was unpleasant and defeated the purpose of a break.

We were advised that 14 days was their policy - which i completely understand. But should their policy also not be to ensure that the guest is satisfied and comfortable in the apartment they manage.

ACCOMMODATION IS NO DOUBT BEAUTIFUL BUT AIRCONDITIONERS AND FACILITIES IN THE UNITS MUST BE CHECKED PRIOR TO ACCEPTING GUESTS !!

IF YOU ARE LOOKING FOR RELAXING PEACEFUL RESTFUL BREAK - THIS IS NOT THE PLACE TO BE IF NOISE POLICIES ARE NOT IMPLEMENTED !!!