Having stayed recently at the Wilderness Beach Hotel, I have noticed the consistent decline in maintenance and service levels of this hotel. I have stayed on numerous occasions and still remember the hotel from its former Holiday-Inn days before African Sky Hotels bought the property.
The hotel appears to be in desperate need of refurbishment. In fact, it doesn’t look like anything has changed in the last 15 to 20 years! The rooms and bathrooms are extremely old, out toilet didn’t stop running when we flushed it, the shower above the bath did not work, there was rust all along the bath handrail. Just generally, the hotel is poorly maintained and is clearly in need of a MAJOR refurbishment. The furniture in room looks like it was bought in the 70’s and has never been replaced or updated! The sliding door in our room locked – but the plastic lock is about to fall apart. The curtains are old and dirty and do not cover the entire window – resulting in a very bright room at sunrise!
Our room didn’t have a lock on the inside – something that did worry us a bit considering the crime rate in South Africa.
Besides the room, the general service is appalling. We sat at the pool, a waiter would walk up and down on the odd occasion but not offering anything. It was a mission to attract his attention. When we finally decided to order something we had to find the barman at the back who took forever to give us a menu. Eventually, we went inside to Patrick’s Pub. Our waitress had to confirm our order about 5 times before she left… she didn’t know what the soup of the day was… she couldn’t tell us if we could replace feta with carrots in a salad… everything had to go back and forth. The staff are not empowered to make decisions… instead everything goes back and forth between the kitchen and the waitering staff!
A friend of ours ordered the Cauliflower soup, which had a worm in it… the manager came and apologized and we were offered the meal for free… as you can imagine, an awful experience! Not only was the service shocking, but the food too.
We booked a wake-up call for our day of departure, but never got the call. Luckily we set our own alarms to wake us up!
At breakfast, none of the waitresses even noticed us. It was as though we were invisible and the restaurant wasn’t even busy at the time! Nobody offered tea or coffee. Our plates weren’t cleared. There was 1 poor lady making eggs who seemed to be struggling to keep up. There was no tomato, nor mushrooms. Only omlettes with cheese and/or onions?!?! The milk had not been replenished at the cereal station, there was no white bread (and nobody around to ask to bring more). The food was not labeled… nobody even knew that there was a pot of scrambled eggs – it was hidden away without a label so nobody bothered to open it.
Overall there seems to be some major service issues and a desperate lack of maintenance. The hotel needs a MAJOR refurbishment if they wish to continue to attract guests. How it was ever rated a 4 star hotel is beyond me. More like a 2 or 3 star by international standards!
A very disappointing experience! If it wasn’t for your amazing position on the beach, they would loose so many more guests!
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