6/10 Okay
JOSEPH
16 Mar 2020
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Good resort but bad experience
1. [Unprofessional Reception Staff]
Upon arriving at the hotel, we were told by reception that they could only find 1 of 2 bookings we made when we clearly showed proof of booking for 2 rooms at 2 nights each. After a prolonged period of time, arguments and rude attitude from reception, they confirmed it was their error and they had the available rooms for us. It’s very unfortunate such a nice hotel had such a rude reception as the front face of customer service. It was not pleasant to have them make us feel like we were cheating them of rooms.
2. [Poor maintenance]
We booked the Zwekapin Deluxe Room and upon entering the room, we could see the water flooding out of the bathroom into the room floor. We called housekeeping to let them know something is wrong with their pipes only to receive the answer that they knew about the situation but could only give us that room and didn’t even bother coming to the room to explain or check. We were one of the first guests to arrive to the hotel for check-in so it’s completely unacceptable to be treated with this kind of bad service and attitude.
JOSEPH
Stayed 2 nights in Mar 2020