Its such a shame to write this because our stay was quite nice, from the room quality, down to the service and breakfast on offer. However upon our return home, my father advised me that his credit card had been deducted double the amount for the 2 rooms we had for 4 nights.
I promptly emailed Ronny the owner who replied straight away apologising for the error and that he would speak to the accountant who would organise reimbursement. The matter rolled over a week or so before I sent a few emails without reply (this was around mid-end October 2010), so I called up and was advised theyd hadnt received my emails due to some problem and to resend the original which I did, and that Ronny would consult with the accountant who would get back to me, but again didnt...
I sent some more emails, every few days or so, and decided to call again, and this time was advised by Richard who works there that there had been construction work happening around and that cut off some communication lines and to resend the email directly to him on another email address to which again there was no reply. By now this had lagged into Feb 2011, and there had been several emails again sent to them on a weekly basis asking for a reply, anything, without a reply.
I decided to get my mum to call up on one Saturday in late-March and she spoke directly to Ronny who apologised for not sorting out the matter and advised that he had been liaising with the bank and that he would have a reply by the Monday. Here it is, early May and still nothing. After again sending numerous emails without reply.
I have never experienced such poor service anywhere around the world Ive travelled, and would recommend avoiding this place totally. We will not give up and what has been excruciating frustrating is the typical quick reply when your enquiring and reserving and then being totally ignored when there is an issue. What I find extremely lacking is the common courtesy that should be common knowledge in the service/hospitality industry is to REPLY to your clients even if you dont have a definitive answer, especially if you said you would get back to them by a certain date.
If anyone has had similar experiences at this guesthouse or other ones in South Africa Id be interested to hear of them and also what other options we might have to utilise (perhaps report them to the official South African tourist website?).
As I said in my last email to Ronny/Richard at Greatstays Guesthouse, they leave a customer with little choice but to vent their frustration on Tripadvisor or similar websites to alert people of possibly avoiding similar situations. Id much rather be writing about our nice stay there which it was until we got home, over 7 months ago...
- Official Description (provided by the hotel):
- Greatstays Guest House is a centrally located, exclusive guest house located 5 minutes from the Johannesburg International OR Tambo airport. Our aim is to ensure you have a great stay whilst here in Johannesburg. At the house we have a pool and garden to relax together with all facilities to ensure you have a great stay. Wireless internet, fax and printing facilities are available. If traveling without your laptop, we have a pc available for guest use to check on email and surf the web. ... more less
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