We checked in on Friday night - 28 April 2006. We were a bus group of travellers. I was in room 206. Our room phone was out of order, nothing done about that. My friends were next door in room 208. Their room door was faulty, their shower was not in good working order - nothing was done about that either. The ice machine on our floor was out of order, the lift was out of order. The roof was leaking in the foyer and there were constantly buckets of water standing there. The Saturday morning we had breakfast and all was going ok up to that point. The Saturday evening we were due to have a buffet dinner in the hotel, at the last minute, we were told that they can no longer accommodate us, as they have 2 weddings they have to cater for, but they would make arrangements with another restaurant nearby. The first restaurant we were supposed to go to, the hotel staff did not confirm back with them, so they had cancelled our booking. At six o clock the evening, they called the restaurant situated just behind the hotel and asked them to cater for around 55 people at seven o clock. When we got there, they weren't ready for us, and we were made to wait outside in the cold. When trying to ask Anne Anthony (reservations manager) what was going on - she refused to speak to us and brushed us aside and said she didn't have time as she was busy with the weddings....... The dinner was a total disaster!!!!!! Most people only got their main meal at ten o clock and by then others have left without dessert....We had two clients with us who had special meal requirements (Halaal) which the hotel knew about -but since they never informed the restaurant, these two clients and their room mates had to go and buy dinner as they were not catered for!!!! The Sunday morning breakfast was just as chaotic! They ran out of bacon and people were made to queue for a very long time - the student who is in charge of the kitchen just said that they were waiting for the bacon from Pick n Pay and we just had to wait or do without! - The eggs were being fried at the back instead of in front as per the day before - had to wait on that too. They ran out of croissants, salami, bread and muffins - the whole weekend was not well catered for!!!! The orange juice machine emptied half way through breakfast every morning and was not refilled. Most of the staff were so unfriendly and people couldn't wait to leave this place! The only staff member who actually took the time to come and chat with me was Lydia who is the kitchen supervisor! The Sunday morning at breakfast - there was not a manager in sight after the previous evening dinner disaster!
The pool is in desperate need of a good clean as well as repair - as there are huge sections of the marble that is chipped out! The room cleaning service was only getting to rooms at 15h30 when clients were back at their rooms already and that was totally unacceptable. Toilet rolls were just put on the existing roll holders and there were no extra rolls put in the bathrooms (all the bus clients rooms complained about this) the towels were not sufficient for the 4 pax in all the rooms. Every morning there were guests who had to request an extra two cups for the tea and coffee in the room. They knew that there were 4 pax per room and they should have catered accordingly!!!!! I could go on about all the things that went wrong, but there wouldn't be enough time. The feel of all as we left, is that nobody ever wants to go back to this hotel. I myself couldn't believe that this was a four star establishment!!!! I told Lydia that I received far better service from a two star lodge! I would seriously suggest that you send a representative to check all of this out - as it is certainly not worthy of the 4stars that you awarded them.
I too work in the travel industry and it's your clients who pay your salary at the end of the month - and the staff at this hotel leaves much to be desired. I even explained to them, that your front desk in your first contact and first impression with your guests. - There was no greeting throughout our stay - there was hardly anybody visible in the front - there were always three of them standing in the one corner chatting - There are staff who feel that things are going horribly wrong at this establishment, but they are afraid to lose their jobs - because management is greatly lacking here - and they intimidate the staff!!!! to such a point that they don't raise their voices if they disagree....
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- Also Known As:
- Oudtshoorn Hotel And Resort
- Oudtshoorn Hotel Oudtshoorn