False advertising

I am writing this letter following our visit at Casuarina Wellness Centre located at the Cape Royal Hotel on Thursday 05th of May 2022 after purchasing a coupon from Wikideals with reference ***. This letter is in regard to the poor level of customer service with high customer dissatisfaction.

We opted for Casuarina wellness centre after checking your website “Wikideals” which portrays a completely different picture, as compared to reality. They claim to provide a variety of appealing menu options which is not even available at the Casuarina lounge.

Right from the time of check-in at the Casuarina Spa, our experience had been the worst ever. I understand that we have a huge issue with load shedding in South Africa but for a 4 star hotel to not have enough rechargeable LED lights it’s a turn off. From the waiting room to the massage table we were using our phones as a torchlight, I mean it was completely dark let alone being left unattended in a dark waiting area not even knowing any escape routes in case of emergency.

It took 5 minutes for a massage the****** to notice that the was no candles in the waiting area as we were using our phone’s. However she apologised and the session was was outstanding. I must say the lady’s have hands of gold as my wife was also satisfied and had forgotten about the load shedding issue we had on arrival.

We then proceeded to the Casuarina lounge for our lunch at 13:00, while we sat reading over the lunch selections the young guy who welcomed me and my wife at the reception notified us that the Prawn linguine on the menu selection was not available. So we both opted for the chef’s grill board this was at 13:05 when the waiter took our order, at 13:40 the waiter approached our table to notify us that the 200g beef ribs which is supposed to be in the chef’s grill board is not quite prepared and would take at least another hour, I then asked the waiter to please bring us whatever is available in the chef’s grill board and the beef ribs at a later stage since we had already been at the table 40 minutes waiting for our food. At 14:00 the same waiter came back without our order to inform us that the beef ribs was going to take another 2hrs instructing us to take extra wings or extra beef skewers and now I was starting to really get annoyed that I wasted my time calling doing reservation for both the Spa and Lounge as instructed in the coupon.

I then approached the young man seated at the reception to please bring us our order and that the ribs we would comeback for them as takeaways if that’s the case and finally the food was delivered to our table at 14:03, the was no sanitizer no towels to clean our hands at the table and no toothpicks after consuming the tough and dry beef skewers stuck in the teeth. We were then served deserts but I carefully first inspected my entire plate and noticed the s**** was full of finger prints all over it, I immediately asked for the manager but was told that she was not available. The waiter apologised and tried to give me another s**** but no I was not going to have that desert, I just wondered what else is coming and had enough of the poor service.

After failing to get the manager we approached Phelisa at the Spa to lay a complaint and we have yet not received any response from them.