VH
Vanessa H
1 reviews | Active since Jan 2021
14 Jan 2022, 14:06
The estuary hotel and spa, Bad experience with my booking.
I called the hotel on the 11 Jan and made a booking for March. I was quoted a rate by Nosiphiwe. I was awaiting my confirmation letter so payment can be made. Today I was told that Nosiphiwe is a trainee and they cannot honor that rate. I'm in sales and if my trainee college quoted the incorrect rate as a company we have to honor that rate for our incompetence. This booking was for my wedding anniversary and I was so excited about staying at the estuary hotel unfortunately I'm totally disappointed today.
@Christine, you should consider having a supervisor checking all rates before the trainee staff quote guests to ensure other traveller's are not misled and disappointed.
Helpful (0)
Replies (1)0
Replies (1)
The Estuary Hotel and Spa's replyOfficial
18 Jan 2022, 13:22Good day Vanessa. Thank you for your review and comments with regards to your upcoming bookings. Our apologies for any inconvenience which you experienced as is most definitely not the standard we strive to achieve.
We make use of a confirmation system where we confirm all bookings in writing to prevent any miscommunication. As there are multiple seasonal rates, the date of your booking is important. Also, the time between an enquiry to when you actually make the booking can impact on a rate. Therefore we encourage guests to make use of our online platform under www.estuaryhotel.co.za to make their reservations where they can conclude the deal instantly and confirm with a credit card.
As the Hotel is a training institution, we work closely with local colleges to provide students from a variety of backgrounds an environment to gain necessary workplace skills. For most of the students English is not their mother tongue, so we rely on our confirmation and booking systems to prevent any misunderstanding.
Please be assured that your comments have been addressed in detail with the relevant management, staff and trainees. We would also like to thank you for taking the time to advise us of this issue you experienced as your comments will be used constructively to maintain and improve, where necessary, our service levels.
Please do not hesitate to contact me personally for any assistance you may require from our side in future.
Yours sincerely
Vashnee Sukhunan
Room Divisions Manager, Estuary Hotel and Spa
Room Divisions Manager, Estuary Hotel and Spa
The Estuary Hotel and Spa's reply18 Jan 2022, 13:22
Official
Good day Vanessa. Thank you for your review and comments with regards to your upcoming bookings. Our apologies for any inconvenience which you experienced as is most definitely not the standard we strive to achieve.
We make use of a confirmation system where we confirm all bookings in writing to prevent any miscommunication. As there are multiple seasonal rates, the date of your booking is important. Also, the time between an enquiry to when you actually make the booking can impact on a rate. Therefore we encourage guests to make use of our online platform under www.estuaryhotel.co.za to make their reservations where they can conclude the deal instantly and confirm with a credit card.
As the Hotel is a training institution, we work closely with local colleges to provide students from a variety of backgrounds an environment to gain necessary workplace skills. For most of the students English is not their mother tongue, so we rely on our confirmation and booking systems to prevent any misunderstanding.
Please be assured that your comments have been addressed in detail with the relevant management, staff and trainees. We would also like to thank you for taking the time to advise us of this issue you experienced as your comments will be used constructively to maintain and improve, where necessary, our service levels.
Please do not hesitate to contact me personally for any assistance you may require from our side in future.
Yours sincerely
Vashnee Sukhunan
Room Divisions Manager, Estuary Hotel and Spa
Room Divisions Manager, Estuary Hotel and Spa