Bad service, horrbile attitude

<p>We arrived at Zebula on Friday 28th October at site 308 – one of the private houses. Shortly after having unpacked our groceries we realized that the fridge was not functioning as it should because the food in the freezer remained unfrozen. The ice maker was also not working properly, as it was making very little ice. On Friday evening we called reception and informed them that the fridge was not working. We were informed that someone would come to assist us first thing on Saturday morning. No one came on Saturday morning, and we asked the cleaning lady to report this matter. The cleaning lady called reception & maintenance in our presence, and we were assured that someone would be dispatched. In the afternoon a gentleman came to the house to have a look at the fridge. By this time, the ice cream could not even pass for a milkshake anymore and the ice which we had brought with on Friday was but a puddle of water. The maintenance guy informed us that he would have to switch off the fridge for an indeterminate amount of time while he inspected what was wrong. We were uncomfortable with this, as the weather was extremely hot, and were worried for the food. For the sake of our food we asked for an alternative solution while the food stayed in the slightly cool fridge. The guy then agreed that he would go and look for another fridge in the unoccupied houses and revert to us. That was the last we saw of him. A few hours later – after we had allowed sufficient time to lapse before enquiring again – we yet again called maintenance, but could not obtain assistance. Upon our check out on Sunday we requested to speak to the Operations manager in order to lay a complaint. Her name was Noran, and she was quite possibly the most patronizing, arrogant and condescending person we have had to deal with. She insisted that there was nothing Zebula could do, and that we had not allowed the maintenance guy to fix the fridge. She failed to take into account the hot weather and the inadequate solution that the technician had originally proposed. She did not utter a single word of apology for the inconvenience caused, or even pretend to acknowledge our trouble. Suffice it to say, the experience left us with a bitter taste in our mouths, and we shall not be returning to Zebula, nor shall we be recommending it to others like we did after our past visits. One would have thought that a functioning fridge (hot weather or not) was the very least we could expect from an establishment such as Zebula, but thanks to some of the spoilt food we left behind, we now know otherwise.</p>