uShaka Manor Guest House - Where customer satisfaction takes a back seat as long as their reviews look great!

I was expecting a B&B that lived up to the reviews - exceptional and superb. It was my mum's 50th birthday and we were planning a surprise party for her, so we booked my parents into your establishment for Friday night, 18th April 2025. They arrived at 13:30, only to be informed that there was no electricity since 9 pm the precious night. Unfortunately, we were not informed in advance that there was no electricity on the property. All they were looking for was a comfortable space to spend the night. When the staff was asked about a possible refund (even a partial refund, which in most cases should be granted), they were adamant that management would not entertain it, especially on the day of check-in. They were advised that the municipality was working on the problem, and power should be restored by 4pm. My negative review may have been swayed had they handled the matter in a more considerate and professional manner, however the lack of effort and customer care was appalling and left what was supposed to be a relaxing end to a birthday celebration in frustration and discomfort. The 'compensation' offered was 1 glass of wine and a beer and the option to rebook for another night, and once again that may have just sc****d the bottom of being enough had the staff handled the matter better. The power was restored at approximately 9:30pm, but there was no hot water until the next morning, after 8:30am. It was a cold, rainy day, and the heater was not operational. I was contacted about the issue by Thilo (with a million and 1 excuses) when my review came up on Booking.com and was asked to remove it due to their rating being almost perfect (who cares about customer satisfaction right?). My response was simple, you offered me a service which I paid for and accepted, however I did not receive any of what you promised so in return I want a refund. I would have settled for less had they made any initiative to be compassionate or care for the quality of service rather than coming off as desperate for a good review regardless of the bad experience and lack of hospitality.

I am disappointed, money down the drain and a milestone birthday celebration ruined... just sad