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Google
Our stay at Abalone Hotel & Villa in Paternoster (December 26, 2024) was a true nightmare. What was supposed to be a relaxing vacation quickly turned into a shocking, distressing, and profoundly disappointing experience.||||On our second night, we experienced a disturbing incident: an intruder entered our Oyster Beach Villa by climbing over the courtyard wall. They stole important personal belongings, including our passports, leaving us feeling violated and unsafe. Beyond the material loss, we experienced sheer terror, fearing for the safety of our daughter and her friend, who were sleeping in the bedroom inside the villa. The thought that a stranger could enter so easily while they slept was a traumatic experience that no one should ever endure.||||We expected a prompt and empathetic response from the hotel management, but unfortunately, what followed only amplified our distress. When the police and private security arrived, the hotel management displayed an incredible lack of empathy and concern. The hotel managers arrived at the villa at 4 a.m., claiming they were on their day off but came due to a "misunderstood" sense of duty. However, they showed no genuine interest in our well-being. They never contacted us to check on us or offer assistance. Every attempt we made to seek updates was met with indifference and a dismissive attitude.||||The complete lack of responsibility from the management was shocking. When we tried to reach out, we were told they were "too busy" with other holiday guests. It became clear that, to them, we were nothing more than an inconvenience. The managers even had the audacity to repeatedly highlight that they had arrived at 4 a.m., as if this excused their failure to adequately protect the property and its guests.||||The security at this hotel is grossly inadequate. The ease with which the intruder entered the villa is an alarming warning sign, especially considering that we were later told that thefts and break-ins are "common" in this so-called "quiet" town.||||What is even more concerning is that only after the incident, through conversations with locals, did we discover that similar incidents frequently occur in the area. It is unacceptable that the management fails to clearly inform guests of these real risks and does not implement adequate safety measures to prevent such situations. Providing transparent information about potential dangers and appropriate emergency procedures should be a priority for any establishment that genuinely cares about guest safety.||||Another troubling aspect is the complete lack of assistance upon arrival. Despite Oyster Beach Villa being located far from the main reception, no hotel staff accompanied us to the villa to explain its features, how the keys worked between different rooms, or how to manage the entrance doors. This lack of attention is even more severe considering that the villa is not adequately protected by security systems or measures to prevent external intrusions. At check-in, it should be mandatory to inform guests about potential risks and how to manage the villa’s security.||||To make matters worse, we felt deeply insulted and offended by the management's attitude. When we expressed our legitimate concerns about the lack of security, we were met with an extremely offensive response, suggesting that, as tourists, we should have known that South Africa is a dangerous country. Rather than taking responsibility and showing care for their guests, they chose to dismiss our concerns with superficiality and arrogance.||||We were utterly appalled by the complete indifference shown by both the hotel management and the property owners. Had we not requested a meeting with management to receive updates – during which, with great distress, we expressed our anguish to the point of considering an immediate return to Italy – we could have left the property without receiving any support or acknowledgment. This attitude highlights, once again, the lack of care and sensitivity toward their guests, which is even more disgraceful given that this is a luxury villa where a higher standard of service is expected.||||Considering the level and category of Oyster Beach Villa, it should guarantee an exclusive and premium guest experience. Establishments of this caliber should not only provide impeccable services but also ensure high-security standards and customer support, especially in situations of danger.||||Even more unacceptable is the fact that, despite the hotel's promise to provide a response within a week of our departure, two months have passed without any communication. Our numerous attempts to reach out and repeated requests for updates have been systematically ignored by management, who merely directed us to the hotel's insurance, suggesting that we contact them directly. This refusal to take responsibility is utterly unacceptable, especially given the severity of the incident and the trauma we endured.||||We are also deeply disappointed that the hotel owners, residing in the Netherlands, have made no effort to contact us. Not a single message of solidarity, no gesture of goodwill. In a situation like this, the least they could do was acknowledge our experience—instead, there has been nothing but absolute silence!||||We ask ourselves: is this normal? As paying guests, should we not be listened to, supported, and protected by the hotel and its owners, especially after such a traumatic event? Or are we expected to continue begging for a response that, despite the time passed, has never arrived? In a property of this exclusive level, we expected timely, transparent, and proactive assistance—not deafening silence and a continuous lack of respect toward those who suffered such a grave incident.||||When you book a hotel, you expect not only a roof over your head but also that all necessary measures are taken to ensure your safety and protect your belongings. This hotel has failed miserably on both counts.||||Given the total silence from the hotel management and property owners, we have decided to share our experience publicly to warn future guests and help them avoid an unpleasant and distressing experience similar to ours.||||We urge anyone considering staying at Oyster Beach Villa in Paternoster to think twice. We remain deeply shaken and profoundly disappointed by how the hotel management and property owners have handled this situation: our experience underscores the critical importance of making informed and cautious decisions when booking a stay, regardless of the establishment’s advertised level and category.
