Lewis W.
Google
We recently stayed at this hotel and had a rather unusual experience.
When making the reservation through an agency, there was no option to select two adults and one child, so we booked for two adults and brought our child with us. We have traveled this way for many years, including on this trip, and other hotels have always been understanding. Typically they provide an extra pillow or blanket for the child without any issue.
Upon arrival, we were told we needed to pay an additional 1500 rand because our child was staying with us. I expressed that this felt unreasonable. If there were an additional breakfast charge, that would be understandable, but 1500 rand seemed excessive, especially since we were not receiving any clearly defined additional service. The explanation given was that our child would use water and utilities, which I understand from a cost perspective. Still, from a guest’s point of view, it felt like we had arrived with a confirmed booking and were suddenly required to pay a significant extra fee just to check in.
After some discussion with the manager, Wiseman, he offered a reduced charge of 750 rand, which we accepted in order to proceed with our stay.
To be fair, the hotel facilities are very good. The property itself is nice, and most of the staff were genuinely warm and helpful. The restaurant team and the golf cart drivers went out of their way to assist us, even beyond their normal duties. Their attitude truly reflected hospitality.
Unfortunately, the most surprising part happened in the evening. When we asked for bedding for our child, housekeeping delivered two bath towels and one pillow. After following up, we were told that before leaving, Wiseman had instructed the front desk that because we negotiated a discount and supposedly said we did not need extra bedding, they could not provide sheets or a blanket.
This was extremely strange. We had already reached an agreement at check in and paid the agreed amount. To later refuse to provide a basic blanket felt unnecessary and uncomfortable. It is difficult to understand why a hotel would draw the line at providing one extra blanket.
What disappointed me most is that the service mindset demonstrated by the manager did not match the warmth and professionalism shown by the frontline staff. In fact, the basic service staff showed far better judgment and hospitality than the manager. Leadership sets the tone in any service business, and unfortunately in this case, the management approach did not reflect the level of care one would expect from a property of this standard.
The hardware of the hotel is good, but the management philosophy needs improvement. With better leadership and a more guest focused mindset at the management level, this hotel could truly live up to its potential.