Staff are not held accountable for their unprofessional behaviour

I ordered a carefully selected drink from the ****tail menu at Lagoon Bar - which I selected based on the listed ingredients. However, the menu did not disclose a specific ingredient which I am not able to consume for medical reasons.

I returned to the bar and requested a new drink (which I was willing to pay for) and explained to the bartender (GLORIA) why I was not able to consume the drink she had mixed.

Gloria then proceeded to humiliate me and insult me for “not knowing how to order a drink”. She did so loudly, and repeatedly in front of other patrons and I was left in tears, humiliated and denigrated.

I asked to speak to the manager - Gloria phoned her and was given telephonic advice and after the phone call she then condescendingly asked me exactly how I want the ****tail mixed, with a frown on her face, exaggerating her frustration with me in every word and motion (I presume the advice from the F&B manager was for her to ask me how I wanted my drink made). I declined this offer and asked that the manager please come down and speak with me. After hearing the situation, the manager advised that there would be a disciplinary hearing for Gloria and we would be informed of the outcome.

I returned to my hotel room in tears - About 30 minutes later, someone brought R50 up to my hotel room - a refund for my drink (My partner’s drink was not refunded – not that it was necessary but it would have been a decent gesture since they had ruining our entire weekend, which also happened to be my birthday).

The team at Wild Coast Sun on the night in question is an embarrassment to the Sun International brand.

Now, what I want to make clear is that this is not a dispute over a measly R50 - It is about the illness I suffered overnight due to consuming an undisclosed ingredient that was mixed into my drink (that I am not able to consume for medical reasons), the public humiliation I was made to endure at the hands of Gloria the Bartender, and the sheer indifference of Wild Coast Sun evidenced by the lack of apology or follow up to this day (over 1 month later).