Stayed in this 4star hotel on a weekend (friday to saturday) for one night mid of March 2012. Shortly after check-in at 04:00 p.m. we were told that there was a water pipe burst in George Rex Drive and hence there was no water at all at our room (not even to flush the toilet). So we had to leave for dinner without having the opportunity to freshen up a little. When we returned to the hotel at 10:00 p.m. we were told that the pipe burst was fixed. However, there was still no water at all at our room. So I had to run around with the night portier till 10:45 p.m. until we found a room on the ground floor that had running water; finally we ended up in moving from our top floor room to a room on the ground floor.This was lot of fun late at night after a nice evening in Knysna. As there was only one more couple in the hotel and regarding that the hotel management was unable to accomodate their guests appropriately, they should have closed the hotel for this night and book their guests to another hotel.
The next morning (saturday) there was a meeting of a ladies club in the breakfast restaurant. There was a breakfast buffet that was open to the four(!) hotel guests as well as for the ladies. When I lined up at the buffet with a couple of ladies I was invited by one of the ladies to help myself at the buffet, which was included in my rack rate - how bizarre.
At check-out the front desk manager insisted on payment of the full rack rate, which I - of course - refused. So she called the hotel manager who was very unfriendly, had no understanding at all and was not co-operative. When I told him that they were unable to handle the pipe burst and, as it was a 4star hotel, I would have expected that they book their four guests to another hotel, he answered that Knysna in total was concerned by the pipe burst. However, this was not true. At the restaurant in Knysna, where we had dinner, they did not even know that there was a pipe burst at George Rex Drive.
After having argued for a couple of minutes the hotel manager reduced the rack rate by 25% with a sore face and without any excuse for the inconvenience we had. The rack rate reduction did not help us much further, this was the least the hotel management could do - and our stay was spoilt anyway.
It is my imression that there is still a lot to learn for the hotel management on what is standard in the hotel business and how to handle customers. I would not come back.
- Official Description (provided by the hotel):
- Premier Resort The Moorings (Knysna) welcomes you to the idyllic natural surroundings of the Western Cape Garden Route. A resort as diverse as Knysna itself, the Premier Hotel Knysna – The Moorings offers guests a multitude of ways to experience the Garden Route: share a champagne moment on the side of the private Knysna lagoon inlet; have fun with the family in our newly developed outdoor play area; lounge by the pool; enjoy the culinary delights on offer at our trendy Salmon Restaurant; picnic in the beautiful resort gardens or head off to discover the richness of Knysna through the craft shops, flea-markets and cosy cafes. For lovers of the good life, a visit planned during the annual Oyster Festival will provide opportunities to sample these locally farmed delicacies, however, during the year, these and other delights are still available from various eateries located in the harbour and elsewhere in town. The harbour area is also home to most of Knysna’s nightlife, with several bars, restaurants and clubs where patrons can enjoy a cocktail while watching the sunset over the heads. Our friendly staff will assist you with any special request and offer you information on the many attractions Knysna has to offer. For luxury accommodation that promises to become a “home away from home”, be sure to make your reservation at Premier Resort The Moorings (Knysna). For business, Premier Resort The Moorings (Knysna) offers 4 conference rooms that can accommodate groups from 25 to 250 and is tailor-made to suit your needs. ... more less
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