We booked a room via e-mail with the establishment for one night, arriving 5 January 2011, departing 6 January 2011 for two adults and one baby. We booked a double room and were under the impression that the room would be fitted with a double bed.
Upon our arrival at the guest house on 5 January 2011 at 13:00, the owner was not there. We were allowed access to the room by the housekeeping staff. Upon our arrival at the room , we noticed that the room was fitted with two single beds. We enquired from the housekeeping staff if we could move to a room with a double bed – they were, however, unable to assist us as the owner was not there. The housekeeping staff informed us that we could wait in the room and then take the matter up with the owner when she returns from town.
The owner (Pat Lankester) came to our room at approximately 14:00 with a very hostile attitude and asked what the problem was. I asked the owner if a room with a double bed was available and whether we could move rooms. Her response to this was:
• “I noted that you already sat on the linen, moving rooms would be a problem”
• “When you booked a room you did not ask for a room with a double bed”
We were amazed at this response, and I, to keep the peace, said that we would stay on in the current room. The owner promptly left the room and did not engage in any further discussion with us.
The housekeeping staff then returned with a camping cot for our baby. They started assembling the camping cot and placed it right in front of our television set as no other space was left in the room. We noted, after the “camping cot” had been assembled, that the cot was of poor quality and not fit for a baby to sleep in. We asked the housekeeping staff to remove the cot from our room.
We were also disappointed at the lack of amenities in the room. No DSTV, very poor reception of SABC channels, no tea, coffee, biscuits etc. The room was very basic and not what we expected of a four star establishment.
My wife and I had a discussion after this whilst in the room, and decided to vacate the room and look for alternative accommodation at other establishments in Kimberley.
My wife returned the key to the owner and explained to her that we are leaving the guest house and would take up the poor service with the TGCSA. Her response was that she did not see anything wrong with the service she delivered, and that we can take up the complaint with anyone and do as we wish. The owner took the keys and left without any further discussion.
We left the guest house at approximately 15:00.
The level of service and quality of accommodation at this guest house was not what we expected from a four star establishment. We, furthermore, later confirmed that the guesthouse did not renew their membership at the TGCSA and was, therefore, not supposed to market themselves as a four star establishment.
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