Un Happy guest

We checked in on the 06-10April 4nights was assigned apartment 152 Unit 1517 1. When we check in on the 06th Apr at 15:20 the apartment was dirty 2. No toilet paper 3. No Towels 4. The Pots burnt and extremely dirty 5. The water was on and off 6. The cups has cracks 7. Mirror broken 8. Lots of ****roaches 9. Burnt linen and dirty linen that was set up for us to sleep on I still have Pictures of the above mentioned details In relation to point number 4 mentioned above- we alerted the reservations team at 17:46 and we were advised by a Lady named Angelique to send the pictures on WhatsApp of which we did, in her response she told us that all the Units are fully booked and she won’t be able to get us the Pots. She said that I must tell her what to do? Bear in mind that I have 2kids and my Diabetic Mom and fiancée and their dinner time is 19:00 daily. She said they can only bring the new ones tomorrow, how cause we bought groceries and were prepared to cook. She only got us the pots at at 19:22? If all the Units were fully booked like she mentioned where did she get the pots? She advised that she took them from another Unit? How? If all the units are Full? So we had to go buy takeaways that was not on our budget. This could have been avoided should she had got us those pots in the first instance.

In relation to point number 5 we were patient and hoping the situation will change but no each day it became worse, we reported that we don’t have water yesterday at 13:46 and was advised that they will send someone to check, we waited the whole day and I kept on communicating on WhatsApp and nothing was done, no one came? We left the Unit at 17:00 to go look for a place to bath and even when we came back same situation No Water. We had to cook and the water started dripping at 18:30. This morning the water was just dripping and at the same time we are expected to check out at 10:00

This was the worst situation and Holiday we ever had. We paid for Full 4 nights to come have a good time and enjoy ourselves but instead it was the opposite. The Service, the Hospitality are Extremely Poor We are NOT Happy at all, it’s like we are less important as if we were on Complimentary stay. We paid R15 535.00 for the entire stay. I have been to a lot of Hotels, Lodges but this is the Worst experience we experienced so far. Our requests and plea for Help during our stay were not considered, we feel like we were taken advantage of. I am So Disappointed of the Management for not ensuring that our stay was smooth and enjoyable. We didn’t get the value for our money at all. I need response to all the above complaints

I work in Hospitality and I know how to treat the guests, what I witnessed there is not it at all