Our company has run several training sessions at the conference facilities of this hotel. Mandla should be commended on his quiet, attentive and efficient service. But we had one incident which in my mind is completely unacceptable from a so called 5-star establishment and that completely negates everything good that was done.
When I left the hotel on the last day I forgot my Apple recharging cable in the conference room. I called on the Saturday and was told that no one was there from banqueting and conferencing but it would surely be safe and that they would get back to me. No one did. This cable is not cheap as I am assure everyone is aware. Also since it is a phone recharging cable it is something that one needs, and therefore there is some urgency to find it.
I phoned and my admin assistant phoned - countless times. We were told that it was hotel policy not to send things to people. When we insisted we were then told that we would need to pay for the postage. I was flabbergasted. I have worked in the hospitality business and I the companies I have worked for would immediately send the lost item - without being asked, and certainly without asking payment. Because that is what 5-star service is!
Initially I was told that the GM would not allow the lost item to be sent, and finally after much insistence, I was told that it would be sent, and at no charge. I have never received my cable. I understand it was sent, but it was sent via regular postage with no insurance and no tracking. And with our postabl system it is not surprsing that it must have gone astray.
There is just so much wrong with this incident. Firstly it is a small thing which, if handled properly, would have done so much positive good. Instead, the experience has completely negated and soured what might otherwise been a good one. Secondly, if the hotel cared, then they would have taken more care to post the item in a way that would ensure it gets to me. We all know the postal system is unreliable.
5 star service would have been - the cable is found in the conference room, someone makes it their job to find out who left it behind, the GM makes sure that it is sent the next day to the owner. Now that would have been worthy of the 5 stars. And indeed there are some 4 star hotels that would do the same. I know because I work with some of them.
You lost an opportunity to show off your service and all I can say is shame on you.
- Official Description (provided by the hotel):
- 54 On Bath is the iconic landmark hotel in the heart of Rosebank, Joburg's vibrant and eclectic tree-lined neighbourhood of eateries, entertainment and art. Offering an exceptional standard of home away from home hospitality our bedrooms exude the elegance, warmth and serenity of fine living, each with views over the garden or abundantly green city skyline. A total of 75 elegantly decorated rooms are offered, comprising 51 Deluxe King Bed Rooms, 8 Deluxe Twin Bed Rooms, 12 Executive Rooms and 3 Luxury Suites. A Universal Accessible room is also available featuring roll-in shower, lowered facilities and a 24-hour monitored emergency help alarm. There are 4 sets of interconnecting rooms ideally suited for families. Each en-suite room is fully equipped with a host of facilities to meet your every need; free and unlimited WiFi, outstanding tea and coffee offering, block-out curtains, 24-hour room service, Cable TV, mini-bar and air-conditioning. Decor is soft and subtle, with pure white linens set against black, grey, teal and cream for an overall calming effect and enjoyable sleeping experience. Our Luxury Suites boast private lounges, spacious en-suite bathrooms and a balcony overlooking the city's northern suburbs. Rosebank is a perfect introduction for first time visitors to the city and with a direct link into the Rosebank Mall the neighboring street cafes, restaurants, boutique stores, world class art galleries, entretainment and the famous Africa Craft Market are right on your doorstep. The abundance of pedestrianised streets and a round the clock "bobby on the beat" security initiative makes it is safe to explore the area on foot and at your own pace. The attractions of Sandton are also nearby should you be keen to explore Nelson Mandela Square, Sandton City or Melrose Arch. We believe it's the simple things in life that make the difference and at Level Four Restaurant you'll enjoy distinctive modern dining. Classic and elegant Level Four offers a superb a la carte breakfast and whilst lunch is a casual light affair, dinner is the perfect opportunity to choose from the excellent a la carte menu. Extremely popular with local Johannesburg residents we recommend you make advance bookings at Level Four. Our Veuve Clicquot Champagne bar offers a range of France's finest alongside cocktails and wines accompanied by sumptuous bar snacks. Overlooking the terrace garden, the champagne bar is the perfect meeting spot for business get-togethers, pre-dinner drinks and evening sundowners. 54 On Bath is 15 miles/35 minutes by car and 18 minutes by Gautrain from O.R Tambo International Airport and 5 miles/ 10 minutes from both downtown Johannesburg and the Sandton CBD. ... more less
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