complain

I would like to raise a complaint regarding the horrible experience I had at The residency properties ( SANDHURST). I made a booking on the 3rd January and paid in full for myself and family (kids included) to check in on 7th January 2023.

On my way to the property, I received a call stating the 2 bedroom apartment I booked has been sold to someone else due to no payment ( this didn’t make any sense to me and I advised the receptionist that I paid in full and I resent the proof of payment) after she realised the booking was paid she then suggested to move me to their sister properties which is not the same standard as the SANDHURST and even the reviews say a lot about rude staff and management which I’ve also witnessed myself towards other guests

With no other option at that last minute I ended up going to Hurlingham ( worst Decision ever) the property was of a sun 1 standard, bath was dirty, no cutlery , bedding was stained and water was cold couldn’t bath this was hard to overlook and I had to call management to show them.

After an hour I was then asked to move to a different room another inconvenience on my behalf, bare in mind we still haven’t settled my kids we’re starving and yes the room was a little clean compared to the other but I still picked up maintenance issues and pest control issues which I took pics of as drained ad I was I no longer had energy to complain so I decided to overlook these till there was load shedding at 8pm n no back up generator just as I started cooking.

I called the manager Taylor who really doesn’t care or even bother to answer calls or return any customer complaints (How disappointing yet again ).

Having no luck with management I ended up speaking to Mabatho from jelicoe ( what an amazing reservationists) really surprising for this property as everyone seems *********** apart from Mabatho really she should be the manager.

She assisted us with reallocating us to another property this was at 21:00pm imagine what a waste of our day however it was better than sitting in the dark so we had to book a shuttle at our expense to get transportation to the jelicoe we arrived around 21:30

Mabatho tried her best to apologise on behalf of the property ( manager still had not made any contact or given us any apologies what a big I don’t care from management) ....they are ****** especially the manager Tayla