We stayed in the hotel section, and it was honestly the worst experience. After reading the other positive reviews, I almost wish we had the same experience, but sadly we did not. This may sound like I am being fussy, but at nearly R5,000 per night, I cannot justify the price based on what we experienced during the two nights we spent at the hotel. Upon arrival, we were not greeted or shown where to go. A waiter offered to call the porter, and once the porter arrived, we were taken to check in. When we reached the reception desk, there was a clear lack of leadership and management. The entire check-in process was confusing, and everything felt extremely disorganised. Eventually, we received the key to our room, and the porter—accompanied by the waiter—took us upstairs. I do not understand why the waiter followed us to the room; it felt extremely intrusive, especially as he also walked into the room. The porter dropped off our bags, and although we thanked him, both he and the waiter remained standing in the room for quite some time and did not leave. It felt as though they were waiting for a tip, and we had to kindly ask them to exit the room. There was no warm water in our room. A technician came to assist, followed by several more technicians entering and exiting the room later that evening, which was very uncomfortable. After this, my husband went downstairs to reception and was told that we would need to move rooms due to a faulty geyser. The hotel initially wanted to charge us for this, which my husband refused. We were eventually moved to another room free of charge, which I appreciated. We booked a massage as the hotel advertises a spa; however, reception did not communicate beforehand that there is no spa on site. While I do not mind this, it should have been explained when we booked the massage. The massage is done in your room. I must say, Hope, my masseuse, was wonderful and honestly the only highlight of our entire experience. The restaurant staff were friendly and lovely, but once again, the service felt disorganised. We asked for drinks - but were informed they were out of stock of most of the wines we requested that they have listed on their menu. Which was also was not communicated to us before we started ordering, and again reflects poorly on management. Maintenance work was carried out outside the new room we were moved to. Once the work was completed, a large ladder was left in a very small aisle, and once again we had to ask for it to be removed. Overall, we were not happy. For the price per night, the facilities and service did not justify the cost at all. The overall lack of management on site was very clear. I have stayed at hotels at half the price with triple the quality of service we experienced here. Sadly, I would not recommend this hotel.
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