Extremely disappointing stay. It was such a beautiful hotel but our enjoyment was diminished from the moment we walked in. Considering we paid 9, 500R for one night all inclusive I expected a lot more. Reception staff were absolutely appalling. No welcoming, no social distancing, wearing masks under their noses. No information provided about the hotel and our stay and not once asked for our proof of COVID vaccination or recent PCR! It was very hot we had two restless, upset kids and we were made to wait 2 AND A HALF HOURS to be checked in. Not to mention we were greeted with a demand for more money! 3, 000R for the evening meal! We were shocked as we had no idea there was a special gala meal on this day upon booking online. The reception staff were nice on approach and polite and reassuring that they will help you, but that was all a front and lie. We were made to feel we had no choice but to either leave or pay the extra money. Bare in mind we explained to the front desk we was eating out that evening as our family live nearby, but they still demanded the cost of the meal we wasn’t attending.
Once we finally reached our room at 6pm having checked in at 3pm. The room looked nothing like the pictures. It looked unclean and dusty, there was no itinerary or information, no contact numbers or room service available. The shower was really nice but it flooded up to your ankles. Our bath didn’t have running water. We spoke to reception several times as our little ones much preferred a bath to shower. We were told the maintenance would come but they never did.
Manager Samad spoke with us on few occasions, reassuring us that our issues will be dealt with asap and using promising words to which he didn’t keep to and instead avoided us.
Considering we paid 9, 500R for one night all inclusive I expected a lot more. Reception staff were absolutely appalling. No welcoming, no social distancing, wearing masks under their noses. No information provided about the hotel and our stay and not once asked for our proof of COVID vaccination or recent PCR! It was very hot we had two restless, upset kids and we were made to wait 2 AND A HALF HOURS to be checked in. Not to mention we were greeted with a demand for more money! 3, 000R for the evening meal! We were shocked as we had no idea there was a special gala meal on this day upon booking online. The reception staff were nice on approach and polite and reassuring that they will help you, but that was all a front and lie. We were made to feel we had no choice but to either leave or pay the extra money. Bare in mind we explained to the front desk we was eating out that evening as our family live nearby, but they still demanded the cost of the meal we wasn’t attending. Once we finally reached our room at 6pm having checked in at 3pm. The room looked nothing like the pictures. It looked unclean and dusty, there was no itinerary or information, no contact numbers or room service available. The shower was really nice but it flooded up to your ankles. Our bath didn’t have running water. We spoke to reception several times as our little ones much preferred a bath to shower. We were told the maintenance would come but they never did. Manager Samad spoke with us on few occasions, reassuring us that our issues will be dealt with asap and using promising words to which he didn’t keep to and instead avoided us.