Starting 2018 with Terrible Service

On 31 January 2017 myself and partner checked into the Point Hotel for a two night stay. In room 413. Since the Hotel is rated Four Star, we accepted that the service, facilities and food were of Four Star Quality. Upon check in and settling down in the room I noticed the following --poor television quality -empty chocolate wrapper and used paper in the bedside draw -dirty dusty balcony and railings and furniture (considering that because of wind it is possible for fog and sand to blow across the balcony thus it should be cleaned daily, however it was not) - Two clean bath towels available - Extractor fan in bathroom not working On our way out to New Year festivities I reported the above to the gentlemen on duty at the front desk and kindly requested that room service put two clean towels in the room that we can use the following morning since the two that was already in the room were used by us. I also mentioned the dirty draws and balcony and asked him to have it taken care of. Upon our return the following morning nothing was changed, cleaned or replaced. We went down for breakfast, which was not tasteful or delightful in any way and left the hotel to enjoy our day. I left the draws open specifically so that room service could see the papers to dispose, and put the used bath towels, used hand towels and bath towel mat on the floor to be replaced as stipulated on the notice in the bathroom. When we returned early evening the papers were still in the draw, the balcony was still dirty only bath towels were replaced, hand towels were removed and not replaced and the bath mat just as dirty and used as I left them was put next to the kettle at the coffee station. On check out date 2 Jan 2018 we had to be out by 10am however I called reception and reported that the water was cold in the taps and they said its fine we can wait until it gets warm. We went down for breakfast which was disappointing again, no variety and went up to the room to see if the water was warm. It still wasn’t, so my partner had to take a cold shower and leave since he had appointments and I stayed and waited it out. After numerous calls to reception it was then reported that the geyser had burst and repairs could take up to one day. The Manager then arranged for hot water to be brought up to the room and put in the bath, however after various attempts to fill it, they noticed that the bath had a leak and the water kept running out.

I then had to take a bath in another room where they prepared it for me. This was such a huge inconvenience for me. Firstly a Four Star Hotel charged us R1800 per night. Due to our experience in the hotel, it was a ******* since the room service was pathetic (dirty balcony, dirty draws, dirty towels, not enough towels) and not up to standard, facilities were not working (extractor fan) and some faulty (TV) while the food was tasteless and finally the geyser that burst. The stay at the point hotel was equal to a stay at the camping facility across the street. We could have easily gone there for a much cheaper price for the same experience we had at the Point Hotel. Since I travel regularly and stay at four and Five Star Hotels often, the experience at the Point Hotel was not near to Four Star. My last Hotel experience was at Aniston Hotel also rated Four Star and believe me that was of four star quality, immaculate, fresh towels daily, welcome letters, daily weather cards, daily chocolates in your room, delightful, varied and tasteful breakfast, bathrobes, slippers, clear television and stations, clean balconies etc. I demand that the Point Hotel either reimburse myself and my partner or accommodate us with a fully paid weekend where we can enjoy a stay at their expense to make up for the terrible experience we had starting our New Year, at this stage an apology will no longer suffice since I also left comments on the Guest Card in the room and Management has not yet contacted me.

You can call me on ********** 064 or ********** From a highly unsatisfied guest.