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“Poor service your own tough luck : Avoid”

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The Fairway Hotel, Spa & Golf Resort
Ranked #1 of 7 Hotels in Randburg
Certificate of Excellence
Lanseria, South Africa
Level 5 Contributor
60 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 82 helpful votes
“Poor service your own tough luck : Avoid”
Reviewed 19 November 2013

This review is unfortunate as my wife and I and our extended family have enjoyed many special occasions as well as several corporate team-building occasions at many of the Guvon Hotels including the Fairway, Kloofzicht and Glenburn as well as the respective spas.

The reason for my disappointment is based on poor service that despite being escalated to the marketing director and GM it simply seems to be my own tough luck.

At the beginning of October my wife telephonically contacted the The Fairway Hotel to secure an early booking for Christmas day lunch. In fact she was so early with her inquiry that the lady whom took the booking actually made a joke with her about her enthusiasm and informed her that she was the first person to book a table for Christmas lunch and the hotel would need to get organised as they did not even have the bookings book open! In any event she took the details of our reservation and we were happy that our Christmas day lunch plans were secure. Subsequent emails were sent and received and the numbers were confirmed.

At the end of October we received a pro-forma invoice for all the adults. We informed our friends and family whom would be joining us on the day and awaited their feedback and were collecting their deposits. A few days later without any warning, despite being the first to book and further correspondence confirming the number of guests, we were unceremoniously informed the reservation was cancelled due to non-payment. No phone call, no follow-up, no final demand by when the deposit was due!

Not only is this infuriatingly unprofessional but the rudeness towards my wife when the lady told her the table was no longer available as someone else had booked and the restaurant was now full was completely flabbergasting!

This discourteous and unprofessional treatment, despite being the first to book and even though there are 8 weeks to go before Christmas to collect the deposit, has left us disappointed and disillusioned with the Guvon brand.

Since then I received an email apology from the marketing director basically saying sorry but this poor service is unfortunate but your own tough luck and there is nothing they can do about it.

Really?

It's clear, customer service and brand loyalty is low priority. Avoid.

  • Stayed October 2013, travelled with friends
    • Service
Helpful?
1 Thank Swissfly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (47)
Date | Rating
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English first
Henlow, United Kingdom
Level 4 Contributor
30 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 1 October 2013 via mobile

My partner and myself stayed here for a few nights in October 2012.
The hotel is stunning and feels very secluded even though its quite central.
Our room was beautiful with two king beds and double doors leading to a private veranda and onto a pool which has another two or three rooms attached to it. No one else used it so it was solely ours which was good. The bathrooms are beautiful too with the bath part in the room.
Breakfast was buffet style but plenty of choice also. We also had room service one night which was good food too.
Lovely settings with nice walks around the golf course.

Stayed November 2012, travelled as a couple
Helpful?
Thank Kady B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Perth, Australia
Level 2 Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 11 August 2013

The Fairway Resort is a haven in Johannesburg. The entire package, rooms, level of service and attention to detail are first class. A wonderful place to stay! Really enjoyed the facilities: use of the gym, proximity to the golf course and the excellent spa treatments.

  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Wayne P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melbourne
Level 5 Contributor
87 reviews
54 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed 7 August 2013

What I loved about this hotel is that a mirror in the room has lighting above it and is near a power point. There is a hair dryer in a drawer beneath the mirror. Ideal for ladies whose partner fogs the bathroom and takes his time. Not many hotel rooms have this. Rooms are spacious and have a balcony. Do not leave cheap or expensive jewellery lying
around. As it is a golf resort walking around the grounds is almost impossible. All meals are well priced. Staff are very accommodating.

  • Stayed July 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AlexandraMelbourne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bluche
Level 5 Contributor
68 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 4 July 2013

In a business trip with my son, we were advised by the director of White River Golf Club, of this new
world class hotel in Randburg . It is not easy to find...but once there what a stunning surprise.
Beautiful courses and a luxury hotel with all facilities.
The staff is excellent.

  • Stayed April 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Carlo d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hermanus, South Africa
Level 6 Contributor
188 reviews
74 hotel reviews
common_n_hotel_reviews_1bd8 81 helpful votes
Reviewed 1 July 2013

what a surprise when you find this luxury hotel and golf resort in the middle of the busy city!
The villa's is a great option if you travel in a group or have a 4ball! the views from the rooms is beautiful on the golf course, breakfast is an event!

  • Stayed July 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Charmaine B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Johannesburg, South Africa
1 review
Reviewed 30 May 2013

This hotel offers world class facilities and a relaxing environment for travellers and business travelers alike. The overall service is excellent and the restaurant is highly recommended offering a diversity of menu items at value for money rates. Beautiful views from all rooms over the golf course and the conference facilities are well designed to offer a variety of venue sizes to cater for small meetings to larger conferences or special events. In addition to this, the exclusive Chapel and wedding venue on site makes it a perfect wedding destination. The Fairway Hotel & Golf Resort certainly is a hidden gem in the middle of Randburg and well worth a visit.

  • Stayed May 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Joanne W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Fairway Hotel, Spa & Golf Resort

Property: The Fairway Hotel, Spa & Golf Resort
Address: Setperk Street | Randpark Golf Course, Randburg 2194, South Africa
Phone Number:
Region: South Africa > Gauteng > Greater Johannesburg > Randburg
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #1 of 7 Hotels in Randburg
Price Range (Based on Average Rates): ££
Hotel Class:5 star — The Fairway Hotel, Spa & Golf Resort 5*
Number of rooms: 116
Official Description (provided by the hotel):
The Fairway Hotel, Spa & Golf Resort is situated on the Randpark Golf Course, 15 minutes from Sandton City centre and 2km from Cresta Shopping Centre in Johannesburg. This modern business hotel provides the ultimate destination for conferences, functions, corporate golf days, weddings and leisure guests in a safe residential area with tree-lined streets. The luxury development overlooks the famous Randpark Golf Course and is situated just north east of the clubhouse, on the 1st hole. The Fairway has 62 hotel rooms and 14 double storey Golf Villas, each with 4 en-suite rooms. The hotel rooms include 35 luxury rooms, 16 premier rooms, 1 paraplegic room, 2 Suites and 8 family rooms. Gym, tennis courts and spa facilities further add to the enjoyment and comfort of guests during their stay. The 8, 200m² hotel comprises a multi-volume foyer and private internal pool courtyard, a conference centre, boardrooms, breakaway rooms, lounge and deck with stunning views. Brides can look forward to a magnificent chapel and the Windsor Ballroom for hosting their function. Being the meeting venue in Johannesburg, Bar Verve is renowned for after work cocktails which may well extend into unparalleled late night Fine Dining in Balata Restaurant. The Fairway Hotel, Spa & Golf Resort is a member of the Guvon Hotels and was awarded with 'Best New Hotel Africa and Indian Ocean' at the World Travel Awards 2010. The Balata Restaurant is accredited with the American Express Platinum Fine Dining Award 2013, 2014 and 2015. In case of an Eskom electricity outage The Fairway Hotel, Spa & Golf Resort is 100% powered by our own 630KVA "Silent Pack" generator. ... more   less 
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Also Known As:
The Fairway Hotel And Golf Resort
The Fairway Hotel & Golf Randburg
The Fairway Hotel, Spa & Golf Resort Randburg, South Africa

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