On the 26th December 2011 our 2 adults and 2 children) and our friends 2 adults and two children left our homes in Cape Town and headed to Dolphin Dunes in the Wilderness for a much needed break. We were greeted with a warm welcome by Mathilda and shown to where we would be staying. The accommodation was tastefully decorated and the rooms were large. Each bedroom had its own bathroom-en-suite and televisions. There was no television in the lounge area, which was a bit disappointing.Also despite having advertised full Dstv services there were no sport channels on arrival and we had to complain to get one sports channel .
Our en-suite had a corner unit spa bath, so I ran a lovely hot bath that I could relax in with the jets going. I switched the plug on and pressed the button that had a note "press to switch on", but nothing happened. The button was not attached to anything, so therefore the spa bath did not work.
There was no oven in the kitchen, only a hob and there was also no braai to be found. We asked for a braai, which we were given. The following day when we wanted to braai, we found that it had gone. I went to reception, rang the bell for over 15 minutes, to which there was no answer. We phoned the telephone number we had and there was no reply to that either. It was 4pm and we had two chickens to get cooked, so we searched the grounds and eventually found one. I find it unacceptable that there can be noone on duty in peak season in what is advertised as a 4 star resort . Later that evening we were making a pudding for the following day. We needed a tin opener, but there wasn't one to be found, and it was too late to go and ask for one.There had been one on arrival and this had obviously been removed to accomadate another geust . The following morning we went to reception to ask for a tin opener, we were informed that they keep going missing. They gave us one, which we returned as soon as we were finished as there was only the one. We also only had three cereal bowls between us for 8 people , but didn't dare ask for more for fear of upsetting them further.
On two occasions, our 2nd and 3rd days, we were asked by Andre to keep our children quiet in the splash pool(they were not making that much noise).Andre had the audacity to say that they were not a child Friendly resort . Our response was why do they allow children at their facility. Andre's response was that they didn't know we had children! (That was nonsense, as we had booked as two families) He had taken an instant dislike to us.
On our last evening, there was a football match on television that started at 10pm. I admit towards the end of the game, we made quite a noise with excitement when one goal was scored , but never imagined the unpleasant scene that followed (which is the main reason for this letter). Andre banged very, very loudly on the bedroom window, making us all jump, and then again on the front door. Joseph Stoltz opened the door, Andre said "You have 10 minutes to pack your bags and leave", a stunned Joseph replied "I think you should leave", to which Andre replied "I will call the cops if I have to", Joseph then said "Do what you have to do", and he closed the door. Andre then switched the DSTV off at the main house so we couldn't finish watching the football game. We all climbed into bed. About 10 minutes later, I heard a police van pull up. I watched from the window as Andre spoke to the people in the van, and then they drove off. I didn't sleep at all that night, I was terrified at what Andre's next actions might be. My 11 year old son woke up screaming with a nightmare as a result of the evenings happenings. I felt completely humiliated, traumatised and violated over the whole ordeal. What happened to service, and why did he not have the common decency to ask us to quieten down before treating us in such a shocking and disrespectful manner? I have never been treated so poorly in my entire life. We paid R2400 per night, for five nights for the two families. For a 4 star establishment, and that kind of cost, I would have thought that customer service would be of a high standard, but it clearly isn't high on their priorities.
I feel that they most definitely do not deserve their four star rating. We should be given a written apology as well as a refund, for such appalling and shocking treatment. They do not deserve to be in the tourist industry.
I have contacted the Tourism Grading Council of South Africa but they have not renewed their grading since 2009. So where do they get their 4 star rating from.Clearly this is no longer valid .
We will also be filing a complaint with SATOUR in an effort to make sure that establishments like this are made to take account for their service and actions .
I look forward to hearing your response from this letter.
Humilated and traumatised
- Official Description (provided by the hotel):
- Nestled on golden sand dunes, overlooking the unspoilt beaches of Wilderness, lies Dolphin Dunes - a charming beachfront guesthouse with luxurious and tasteful guest accommodation. Our casually elegant home is wonderfully comfortable. Relax on the sea facing sundeck and watch dolphins at play in the surf, take a stroll along the endless unspoilt beaches and forest, go canoeing on the lagoon. Come and enjoy the natural splendour of Wilderness - the Garden Route at its most captivating. Once you visit Dolphin Dunes, you'll find it very hard to leave¦ ... more less
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