poor unhygienic conditions at the Wild coast sun

Good Morning

My name is Dr Zulaka khan, I own a Dialysis Clinic in Verulam, Kwazulu Natal. My husband and I who are both doctors own this Life Support Clinic. We have not taken a break in over a year and decided to take a family weekend away after ages this passing weekend (11 – 13 January 2019),=. Our kids ages 8 and 2 were super excited to visit your so called Prestigious Wild Coast Sun Resort.

The build up to this holiday was much awaited by my husband and myself as we had extremely fond memories of the Wild Coast Sun in our younger days.

So we decided to close our clinic for the weekend and take a break with my kids.

Upon arrival at Wild Coast Sun Resort. The check in process took over an hour which we over looked because we knew that the hotel was busy. Upon checking in, I spoke to a Gentlemen by the name of David, I told him I have book a garden facing room, but if possible please can I have one that’s pool facing if possible because of the kids. He assured me that my room was now ground floor pool facing. To our dismay we were allocated ground floor, garden facing. But we did not complain.

We entered the room and it was very warm, we tried to adjust the aircon and said that we will take the kids to the pool so long and when we get back the room should be sufficiently cooled down. When we entered the bathroom it was full of flies (large and small), I actually ****ed one. The shower and toilet areas seemed to have not been cleaned as there was so much of lime - scale on the glass. I tried to open the bin to dispose my 2 year olds nappy and the bin was broken and the lid just fell off.

So we took the kids to the pool around 17:30 and returned after 18:30. It seems that the night staff had done a turn down in the room. I recall this clearly because my kids told me they received chocolates on their beds. In the bathroom, the bin lid remained broken on the floor, the same bathroom floor towel that we used earlier was folded and kept away, I remember this because it was still wet, and shockingly the dead flies were still on the floor.

The plug pointes were filthy and looks like it hasn’t been wipe in a long time and the telephone had food stuck on it as welkl as an sticky residue on it. Ive stayed at many beach resorts and nothing compares to how poorly the rooms are cleaned.

Beddings were put on the beds and it still had stickers on it.

I opened the fridge to keep my sons milk in it, and to my dismay the fridge was filthy. It looks like it was not cleaned in ages. We called house keeping to report the airconditioner and we waited +/- 30 minutes for somebody from the maintainance department to come through. When he arrived he told us that he needs to fetch a ladder and left. After 45min later we called housekeeping again and asked where was the guy as he did not return. When he returned, my husband asked him why did he take so long because by then it was pass 21:00 and my kids were tired. He very rudely ask my husband in return with a lot of arrogance “ do you know where my store room is?”

This made us quite upset as that is no way to treat a paying guest. He then arrogantly said that the aircon cannot be fixed and they will give us a fan. My husband explained to him that this will not be acceptable and that he must please get the hotel manager to call us to see if they can change our room.

20 minutes later no one called us as we were told by the hotel manager that no one relayed a msg to her. We explained our situation to her saying that we have been most accommodating but now we have had enough. Even the room was full of ants and it was biting us when we sat in the lounge area.

She said she will call us back and see if she can accommodate us. She called us and told us that they only have 2 interleading rooms available. So we very calmly explained that we have 2 small children. And that the entire point of this holiday was that we spend time as a family. Seeing they was no other way we checked out and left the hotel at 10:19. A refund should be in order.

My husband and I spend long hours at work trying to elevate the strain in the Kwazulu Natal Government Hospitals for pts that are suffering from renal failure. Its been almost a year since we took a break and really looked forward to this experience. We travelled all the way from northen KZN to come to your So Called Prestigious Resort.

Beside the inconvenience of driving to and from the hotel. The Sun International Standards and Quality control in this resort is gone down to the pits. Protea Hotel, Tsogo Sun are definitely miles apart from Sun Internation.

We often travel to many resorts locally and internationally and never have we come across this. It clearly shows there is a hygiene issue.

Besides the fact that we do not gamble, we did not get the rooms on a discounted rate. We paid it in FULL. It is very disspointing that my family and I had to be put through so much of inconvience and had to spend those few hours in such a non hygienic environment. It is infact a health hazard. When last was proper quality checks done as per international standards.

What makes Wild Coast Sun Standards so much different to Sun City etc.

Highly disspointed and awaiting a reply.

Verulam Dialysis Centre Dr. Zulaka Khan (Director) BTech Clinical Technologist (Nephrology)