Bad service at the estuary hotel and spa

I was there together with my husband, for a nights stay. (Check in 16-05-2018/Check out-17-05-2018)

We had arrived at the hotel and decided to view it see if it would meet our requirements as we had a few things planned such as, having a braai. We where shown around the hotel by the receptionist named Noksi, we had asked if we would be able to braai our meat, since we are Muslims. There where no halal places in the area. We where told we would not be allowed to in our room balcony but we would be able to by the pool area. We were happy to stay.

Towards the evening we had decided to start our braai only to be told by one of the managers that we are not allowed to. We where shocked and started to get a little worried as there was no other way of having a halal meal for the night.

A senior manager was called but they had still refused. The hotel had offered to cook our food but we didn't agree, as Muslims we are only allowed to eat halal food and if it was cooked on a stove that cooked non halal meat it would be contaminated.

This had become extremely frustrating because initially being told we could braai our meat, only to be told after that we cannot. We had brought with us all the items required for the braai.

Where we expected to go to bed hungry? It was really sad that we (the guest) had to suffer for a staff members lack of knowledge. The managers refused to show any interest in helping. After searching we had found a halal restaurant in Margate which was 30 minutes away. The hotel asked for a fee off R600 for the Transport to the restuarant. We where extremely desperate to find food. My husband has a medical condition and the hotel management was well aware of this

I was really disgusted that the hotel denied to help us by being so ruthless and did not care that we had to go to bed hungry due to their error.

Upon checking out of the hotel, the receptionist that misinformed us completely denied her statements.

My experience at this hotel was absolutely disappointing. Staff member needs urgent training to prevent inconveniencing other guests.

The hotel management was emailed this review, we where told that the manager was away it's been a week, still no response. Makes me wonder how a business like a hotel can work without a manager for a week.