The Pearls - An Experience to 'Remember'!!

"Welcome to SolSuites at The Pearls of Umhlanga .....your dream holiday escape" The above depicts the mission statement of a business that has clearly lost it's way. Our trip planned from the 16th June till the 18th June was well below par with various incidents that does not warrant the experience that is promised.

We arrived late on the 16th after introducing our 3 month old to her great-grandmother and grandmother, a day filled with joy and thanks. Tired, and hungry we drive for 20 minutes to this promising hotel to treat ourselves after months of being indoors. First strike: the waze directions led us to an entrance that was closed off with no signage at all. Driving in a ba*****t trying to figure out where the entrance was while trying to get directions from the hotel staff. Enter the concierge who walked to us to direct us to the 'correct' entrance. On his phone, rep**** rudely when I asked why there were no signs and turned his back on me. WOW!! There is the first representation of your brand and this was digusting. Strike two - the facilities are really great with views and luxury to be in awe of. The bathroom toilet was not working, windows were wide open that allowed the glorious sound of construction right next to our window. Remember, we made it clear we have a newborn so a quieter room was required. Strike Three - The Food, well below par for a place that thrives on the 'experience'. We ordered food from a nearby restaurant, expecting the hotel to get the delivery to our room. I was expected to go down and sign the order on the delivery level, something that can be handled as part of the process even within the pandemic rules and safety. The newly assigned room was ever so slightly better with broken remotes although a slightly better view.

My wife was invited to review the hotel and paid for an extra night to treat our little girls. The experience was so POOR, there was nothing to review unless negatively. I am writing this review as people shoudl know and nothing was done by the management to correct this in anyway.

Operations of the hotel are WELL BELOW par, as we know what is expected as basic service after stays in Italy, New York, Dubai, Portugal to name a few. Places rated higher in the US yet STILL Cheaper than the 'Pearls' provided some of the greatest experiences we have ever had that were personal and rememberable.

'At The Pearls, we pride ourselves in providing outstanding quality accommodation & our specialty is in the area of rental for holiday makers, corporates & short term accommodation. Our regular customers particularly value our service & always come back every chance they get.'

Read that sentence and reflect and take a step back and imagine yourself as a customer. Would you come back?