We normally take our timesharing at the neighbouring Cabana Beach Resort but through their temporary maintenance closure last year we re-banked our timeshare and decided on going to the Sands this month.
We were very pleasantly surprised with the service, room standards and attentiveness of the staff but had our first niggle when we went out for the day and returning after lunch we found that our room had not yet been made up . We put this down to their being busy because it was “day 1” of the time share check-in week
We had the same problem on day 2 and where by mid-afternoon we took this up with reception and were told that rooms were made up “sometime during the day, but you can put in a special request” which we though was a bit poor. When you have had a day out or have visitors coming at lunchtime it would be nice gesture if the hotel could make up the rooms a little earlier.
Just a thought: instead of saying “do not disturb” on BOTH SIDES of the sign for the door, they could possibly have “please make up my room” on one side (just like the rest of the world do!)
The Sands “boast” about their two franchised restaurants Mastro and The Spur - I appreciate that they do not manage or run them but clearly condoning or ignoring their poor standards impacts on the hotel and its reputation?
I thought that I was just being perhaps a little hasty or unfair when I decided to review the service and meals from these outlets until I researched some of the many earlier and strongly condemning reviews on this site which completely mirror my own views:
“Mastro – DO NOT EAT at this restaurant unless you want to be faced with arrogance and incompetence” (Feb 2013)
“Our experience was spoilt by the two resident restaurants and if you need a meal you have to leave the hotel” (Sept 2012)
CLEARLY NOTHING HAD CHANGED BY LAST WEEK – and this is the first time as far back as I can remember that I have actually got up and left a completely untouched “meal” on the table which I did at the Mastro restaurant.
I ordered a grilled chicken breast in a Napolitano sauce with melted cheese and mushrooms and received an obviously re-heated dry red thing with no sauce, cheese or mushrooms served by a completely incompetent and untrained “waitress” who didn’t know what is was.
When I asked her where all the missing accoutrements were she simply asked if I would like some tomato sauce to go with it…………enough said, I just left!
Matters did not improve when I went to the adjoining Spur and ordered a whisky which was brought to me in a beer mug by another poorly trained and surly waitress who quite simply didn’t understand my issue. I considered that if this restaurant couldn’t even serve a common drink in the correct glass then I most certainly wasn’t going to risk another poor experience by eating there.
I finally settled for a bar of chocolate and a soft drink that I bought at the sweet shop in the foyer and which I ate in my room - and for the rest of my stay I avoided the dining facilities at the Sands altogether and had the inconvenience of being forced to travel daily and take my meals elsewhere.
I am sorry but by turning a blind eye and apparently condoning the poor service being offered by your franchised restaurants you are avoiding your responsibility to your guests and sadly this does reflect very badly on you and what could otherwise be a lovely hotel.
We cut our stay short and we will be NOT be back!
- Official Description (provided by the hotel):
- An idyllic resort located mere steps away from the pristine Umhlanga beachfront, the Umhlanga Sands Timeshare Resort is the perfect location for travellers looking for something out of the ordinary. Sporting easy access to all the major tourist attractions as well as fantastic facilities geared towards holiday activities, the Umhlanga Sands is a perfect destination for families seeking self-catering Timeshare accommodation in KwaZulu Natal. ... more less
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- Also Known As:
- Umhlanga Sands Lifestyle Hotel Umhlanga Rocks
- Umhlanga Sands Hotel
- Umhlanga Rocks Hotel