One Star only because your site insists on it - Shocking stay indeed!

On the 26th April, I purchased a Winter Special worth R2,850 for a one night stay at the subject hotel, which included an overnight stay in an Executive Room, breakfast, a three course dinner with a bottle of the hotels wine of the day or soft drink and a spa treatment. Sequence of disastrous events are as follows:

1. Online booking requested my full Credit Card details for the payment of the 50% deposit - when the confirmation email came through, the deposit reflected as R0... ??? 2. At 7am the next morning - a public holiday mind you - I am awakened by a telephone call from the hotel reception asking if I intend on checking in on the specified date, as well as requesting me to either confirm my Credit Card details telephonically or send them an email 'asap' as this information is required... I eventually contacted them during the day, requesting their banking details so I can effect the 50% deposit - payment was effected and emailed accordingly 3. Upon check in on the 28th: - I used my credit card to pay the balance of the 50%. After payment, the lady at reception advised that there was no proof of payment received for the initial payment (of which I showed and emailed her proof from my cellphone banking app) Yet she insisted that I would have to make another payment as the funds were not yet reflecting in their account (wow...) I was then advised that I would be refunded IF there was a duplication... I obliged so as to not cause a scene - The Winter Special was not recorded on their system - according to the reception, I had parted with R2850 for a mere B&B and a free soda for one in PTA with no fancy bells and whistles.... mmmhhh... After an exchange of words, this was rectified. To redeem the spa treatment - no prior arrangement had been made with the spa - so my partner and i had to go at separate intervals, the last session being the next day AFTER check out... wow... - In the evening, we contacted the reception to get assistance with the aircon - the lady merely barged into the room without knocking (luckily we had utilised the door lock) mind you, no apology at all.... - Cream of the crop - a RUDE awakening at 9am with the same reception lady AGAIN attempting to barge in to our room. I immediately exited the room, and to my surprise, she was standing there with a gentleman, casually barging into rooms. I asked her what the issue was and she merely stated that they were checking rooms to see if there were still occupants - NO APOLOGY - mind you, until I expressed my irritation with her. NOTE - Check out was not even until 10am ...

Shocking, absolutely shocking stay with a highly unprofessional Glenel who clearly has no clue about hospitality 101 or customer service. Today being the 4th May 2018 - I am yet to receive my refund or in the least, a courtesy mail to advise when I can at least expect my money as my account has been debited 3x R1425... Yet the hotel boasts 5 stars?

Thato Sikwane ********** 854 **********