Holiday at The Reviera on Vaal

To whom it may concern: Membership No... PLTDN 251392

I had a confirmed reservation at Reviera on Vaal from 5th Jan to 12th Jan 2018 for a 4 sleeper self catering unit. Due to an unexpected situation I informed the hotel that I could check-in only on 7th Jan. I drove down from Durban on Sunday and checked in in the afternoon. When I got to my unit I did a brief survey of the room etc. Lo and behold, a shocking sight greeted me. The toilet pan in the main en suite was broken off the wall (see attached picture). I couldn't believe that in the two days of my absence this was not repaired. I contacted reception and was told that no maintenance team was available to replace the toilet pan. I told reception that a family of four could not get by with one toilet and that they needed to accommodate us in another four sleeper unit. They said that no similar unit was available. Disgusted as I was with the attitude and service of the management, I arranged for the two kids to stay with friends in Three Rivers, a suburb in Veerineging. As it was a Sunday I could not contact The Holiday Club. On Monday I telephoned The Holiday Club and spoke to Balan. I explained the situation to him and he was quite taken aback with the situation. He promised to follow up on this issue and to keep me informed. I gave him a list of other issues as well ~light not working in the mes shower and two other lamps fused. One of the four chairs from the breakfast table is being used as a telephone stand. No light point in front of cupboards in mes. Three safes available in two cupboards but none are bolted to the wall, just placed on cupboard shelf. Can u call these a safe??? Balan phoned me twice on Monday but with nothing positive forthcoming. I suggested that I cancel my holiday for a full refund. He insisted that he will do his best to resolve the problems and give us a 20% refund on points used. On Tuesday there was no feedback from any authorities and I resigned myself to have a miserable holiday especially without the kids at nights playing board and card games. The miserable week dragged on and eventually on Thursday late morning a maintenance gentleman came to inform us that he was tasked to replace the broken toilet pan. He said that this job involved a lot of noise- hammering and drilling etc. He said that he was aware of this problem from the 28th of December. Now I was totally disgusted that this was not repaired in all this time. I lnformed him that since we had one night left and we arranged earlier for the kids to stay with friends till Friday that he could do the repair on Friday early morning as we will check out as early as possible. He agreed. A maintenance lady came in to repair the lights. I telephoned Balan and expressed my disappointment with the Clubs services and the lack of follow up calls from him. He insisted that he tried calling me on Wednesday, but I had no record of a call on my cell phone. I laid into him about the lack of empathy from the Club and that we being a Prestige customer deserved better. I demanded a full reimbur*****t for a failed holiday with my kids. When I returned to the unit on Thursday evening, the light in the mes shower was still not working. I wasn't surprised! This is one holiday I will not forget... for all the wrong reasons. I will put this out on all social media platforms and the likes of Hellopeter. I have already reviewed Bon Hotels.

I have been on quite a few holidays with The Holiday Club and with no incident. I hope this is not the new level of service from your esteemed organization as I fear the next holidays which I have already confirmed.

Vinesh Maharaj