HN
Happiness N
1 reviews | Active since Aug 2018
21 Feb 2023, 09:27
Bad service at Umthunzi hotel, Portshepstone.
I had a booking for a week, I must say the location and the building are perfect. But on day 2 we couldn't sleep because of the siren sounding noise that started ringing around 23h30 till 03h00 in the morning, that how I discovered the hotel reception closes at 18h00 and that there is no one at reception for the rest of the night.
There is no visible security at night. If you arrive after hours the gate opens and you enter no questions asked.
For 2 days I had to go with wrinkled clothes because each time i would request the iron I was told to wait until i was late. There is no bar fridge in the room, If you request one you are told it is given to patrons who are taking medication that requires refrigerating.
There are ****roaches and some other insects inside the rooms, the balcony area is full of leaves.
The soap and shampoo is not replace on daily basis and so is the tea in the room.
The food is bad. For the omelette you only get ham, onions and cheese. And the onion is boiled before hand it tastes like it was cooked days ago. I asked for mushrooms for my omelette and I was to they do not serve them.
There is no fresh pot of tea at breakfast, they provide the same tea sachets that are in the rooms.
Pardon me for the novel review, But I must say the overall service I obtained is not what I had expected from hotel establishment, I have been to Lodges which provide way better service.
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Replies (1)
Umthunzi hotel and conference centre's replyOfficial
21 Feb 2023, 10:22Good Day,
Thank you so much for your feedback in your 2* review, as we take pride in our service, offering, and standards, we are sorry that you didn’t experience the best of what we had to offer, whilst with us! I have investigated the below feedback and can answer the following:
Thank you so much for your feedback in your 2* review, as we take pride in our service, offering, and standards, we are sorry that you didn’t experience the best of what we had to offer, whilst with us! I have investigated the below feedback and can answer the following:
We are glad that our location was perfect for your time in the area, as for the siren, this was the fire alarm, set off by guests in the hotel as a prank on their fellow colleagues, and it was addressed with them in the morning, where we indicated that we would not accept this form of behaviour, reception hours are from 6 am to 10 pm, which is acceptable in the 3* offering of the hotel, and there is an after-hours number, that it called, we would have addressed any issues raised.
We have a security officer who patrols the property from 6 pm to 6 am every night, as well as CCTV footage monitoring by an off-site company, who communicates with local authorities as well as the security company if there is anything amiss or not in place.
I am sorry that the Iron was not available at the time of need, This was investigated and found that our levels had dropped, and was actioned straight away, as this is most definitely not our standard.
As a 3* establishment, we strive to always try to ensure we meet or exceed our guests' expectations, as a bar fridge is not part of the requirements for our rating, we do have limited availability and correctly indicated to you, given to those who are in need for medical reasons.
We have an external company that fumigates and treats our rooms on a regular basis, I am sorry this was experienced, if it was given as feedback during your stay, this would have been actioned straight away, with them being contacted – as for the leaves, we have had some very strange weather of late, and as much as we continue to do our best to remove any leaves or other natural items as soon as they are moved around by the wind and storms, we do sometimes miss this, again please accept our apologies for this standard not being met.
As for the amenities being replaced in the room, our standard is to replace empty with new, or used with new, so the housekeepers bring the empty bottles, or packets of tea to the stores and they are issued with new ones for the room, if there is no bottle or tea packet, then they would not have replaced it. However, the reception has a stock of this, should you have called we would have replenished you with more straight away.
I would like to apologise if your expectations of our food were not up to your standard, during the week of your stay, I personally inspected the Buffet at Breakfast on a daily basis, to ensure there was a wide range of items available, and that our standard was beyond that to related * rating, as it is always important for our Guests to leave satisfied for a day away from the hotel. The onions are fired each morning, as most guests do not like raw onions in their omelets, and our omelets are generally the highlight of most of our guests' stays with us, due to the willingness of the chef on duty to fill them with all that is requested.
As for the Fresh Pot of Tea? There is a Self-Service Tea & Coffee Station, with over 8 different tea options as well as boiling water to make your tea, to your preference, as we find each and every person has their own choice here?
Again I would like to take the time to thank you for the full feedback provided, as we always strive to ensure that we meet and exceed our guests' expectations, and with the information you have shared, we are able to ensure that within our ability, items are rectified, and areas we can change, not to have other guests experience these, however, we have also come to the realisation, that as much as we always strive to ensure guest satisfaction is met, we sometimes understand and accept that we at Umthunzi are not for everyone.
We hope to have you visit us again soon, as to find you enjoying us in a better light, and having the ability, to at least meet your expectations.
Kind Regards
Ryan Ringo
General Manager
Kind Regards
Ryan Ringo
General Manager
Umthunzi hotel and conference centre's reply21 Feb 2023, 10:22
Official
Good Day,
Thank you so much for your feedback in your 2* review, as we take pride in our service, offering, and standards, we are sorry that you didn’t experience the best of what we had to offer, whilst with us! I have investigated the below feedback and can answer the following:
Thank you so much for your feedback in your 2* review, as we take pride in our service, offering, and standards, we are sorry that you didn’t experience the best of what we had to offer, whilst with us! I have investigated the below feedback and can answer the following:
We are glad that our location was perfect for your time in the area, as for the siren, this was the fire alarm, set off by guests in the hotel as a prank on their fellow colleagues, and it was addressed with them in the morning, where we indicated that we would not accept this form of behaviour, reception hours are from 6 am to 10 pm, which is acceptable in the 3* offering of the hotel, and there is an after-hours number, that it called, we would have addressed any issues raised.
We have a security officer who patrols the property from 6 pm to 6 am every night, as well as CCTV footage monitoring by an off-site company, who communicates with local authorities as well as the security company if there is anything amiss or not in place.
I am sorry that the Iron was not available at the time of need, This was investigated and found that our levels had dropped, and was actioned straight away, as this is most definitely not our standard.
As a 3* establishment, we strive to always try to ensure we meet or exceed our guests' expectations, as a bar fridge is not part of the requirements for our rating, we do have limited availability and correctly indicated to you, given to those who are in need for medical reasons.
We have an external company that fumigates and treats our rooms on a regular basis, I am sorry this was experienced, if it was given as feedback during your stay, this would have been actioned straight away, with them being contacted – as for the leaves, we have had some very strange weather of late, and as much as we continue to do our best to remove any leaves or other natural items as soon as they are moved around by the wind and storms, we do sometimes miss this, again please accept our apologies for this standard not being met.
As for the amenities being replaced in the room, our standard is to replace empty with new, or used with new, so the housekeepers bring the empty bottles, or packets of tea to the stores and they are issued with new ones for the room, if there is no bottle or tea packet, then they would not have replaced it. However, the reception has a stock of this, should you have called we would have replenished you with more straight away.
I would like to apologise if your expectations of our food were not up to your standard, during the week of your stay, I personally inspected the Buffet at Breakfast on a daily basis, to ensure there was a wide range of items available, and that our standard was beyond that to related * rating, as it is always important for our Guests to leave satisfied for a day away from the hotel. The onions are fired each morning, as most guests do not like raw onions in their omelets, and our omelets are generally the highlight of most of our guests' stays with us, due to the willingness of the chef on duty to fill them with all that is requested.
As for the Fresh Pot of Tea? There is a Self-Service Tea & Coffee Station, with over 8 different tea options as well as boiling water to make your tea, to your preference, as we find each and every person has their own choice here?
Again I would like to take the time to thank you for the full feedback provided, as we always strive to ensure that we meet and exceed our guests' expectations, and with the information you have shared, we are able to ensure that within our ability, items are rectified, and areas we can change, not to have other guests experience these, however, we have also come to the realisation, that as much as we always strive to ensure guest satisfaction is met, we sometimes understand and accept that we at Umthunzi are not for everyone.
We hope to have you visit us again soon, as to find you enjoying us in a better light, and having the ability, to at least meet your expectations.
Kind Regards
Ryan Ringo
General Manager
Kind Regards
Ryan Ringo
General Manager