4/10
A very disappointed stay. Two key issues 1) One set of keys didn't have a fob so we got locked out of the property and needed someone else inside the property to come open the doors 2) Main bedroom was located on the mezzanine and there was no way to switch off the chandelier which was directly opposite the bed. We contacted the agent (after hours) on the first night and unfortunately had to keep with the chandelier light on. The following morning, the agent kept asking us to check the we had turned all the lights off. We advised that the light switch was broken and asked whether we could turn off the light from the switchboard. We were advised no. They then said that they would send a maintenance person either the same day or the next day despite us advising that we would be checking out the next day and urgently needed the light turned off. They ignored my messages for the rest of the evening after I asked if maintenance was coming. I then escalated to hotels.com which advised that the maintenance would not be able to come that night therefore, both nights we "slept" with the chandelier on. Compensation and/or partial refund was not provided and I will be making a formal complaint to the South African Tourism board with regards to this property. It is a shame as the property was quite nice otherwise.
Vivian
2-night trip