Grande Kloof Boutique Hotel — Hotel in Fresnaye

Dear Management,

Mind you I am writing this as I had sent an e-mail yesterday at 2.06 pm and still have not received a response nor phone call.

We had arrived and planned to watch the Rugby - No DSTV. I had to use my own account. Own expense ! We then wanted coffee - There was nothing. I had gone to Reception and asked, but as helpful as she was, I got decanted coffee in a little sugar bowl and milk from the coffee station in a milk jug. Practically speaking, there was no plug by the kettle so we had to boil the kettle next our bed, on our side table. Not only dangerous but that just doesn't make sense. Imagine being at home and boiling your kettle next to your bed ?! We couldnt watch the Rugby, because I kept getting kicked out of the WIFI - We then resorted to watching Netlfix. We couldnt watch a movie finished because we kept getting kicked out of there too. Our neighbours and guests around the pool area were playing music so loud we could barely hear anything on my cellphone - Because we were then forced to watch on my phone. So back to my own Netflix on my phone with my own data. Our Aircon didnt work. We wanted to warm the room because we had just taken cold showers. We had then decided to run a bath, we couldn't, the water had turn cold and there wasnt enough water for my legs to even be covered. My husband decided to take a shower - ICE COLD!!! There was no hot water. Our bath towels were extremely hard ! I am not even exaggerating but it actually was quite abrasive on my skin. I had then used my husbands towel just so that it was wet and softer to dry with. There was no body wash or shampoo, only conditioner and body lotion. Not that we had expected these things, because we had brought our own. When I had asked my husband to pass me the "conditioner" after washing my hair the next day (Mind you still in cold water!!!!) I had found out it was actually lotion I had put on my hair in the shower and they had put lotion in both the lotion container AND the conditioner container. During the night, I tried watching something again, managed to watch a bit and then got kicked out of Netflix again, and the TV remote stopped working and my husband had to get out of bed to switch the tv off himself. Back to the phone, my own Netflix, my own data. Not a glass to use, nor even a bottle of water. Again, perhaps the water would be pushing it. Needless to say, we were totally livid at this entire experience.

I also just need to tell you that we had stayed at the Hotel before, got the garden suite, but had the best experience. Hence wanting to come there again. We are totally disappointed and very angry, we couldn't wait to get...

I booked a two-bed apartment with the Manager who confirmed that it was in the hotel and suitable for visitors with a 4-month old infant. The apartment they put us into was, to say the least, dirty and despicable with just about everything broken and in disrepair – to list just a few:

Broken window Kitchen cupboard handles missing and nails exposed Mismatched handles in the kitchen Filthy washing machine which in fact was broken and therefore unusable Cupboard hinges in the bedroom were broken and doors were unhinged and broken Insufficient cutlery and crockery and what little there was, was dirty The dustbin had no lid, resulting in bad smells throughout the sitting area and kitchen The toilet was unhygienic with dark stains in the toilet bowl The stove was disgusting Dirty plates – we didn’t want to cook on any of them for fear of illness No aircon in any of the rooms at the height of summer Outdated and worn-out furniture Only one room key given to a family who comes and goes at different times, so obviously need more than one No cot for the baby which we were promised when booking

After we complained, your Managers were helpful and arranged for us to move into the hotel as it was obvious the apartment was totally unlivable and especially unsuitable for a small baby.

The room we were moved into mid-way through the week was better but still nowhere near a 4-star grade. It was also furnished cheaply, the safe was broken and the drain was blocked. We could hear other guests using the Jacuzzi well after hours, which disturbed our and our baby's rest.

The staff work very hard but are totally under resourced and and cant possibly cope with the demands. The tattered flags outside and run-down state of this hotel should give anyone a clue that it is NOT a 4-star establishment which it displays on the wall, and the photos on the website are well out of date and misleading.

We are accustomed to high-living standards and to pay for a holiday in neglected and unclean establishment, which poses as 4-stars is misrepresentation. We have written to the owner to relay our experience but have heard nothing back. Book this place at your peril! I'd be very surprised if they remain open for...

Please refer to your Hello Peter reviews and how honest your guests are, for a four star boutique hotel I must really point out a few things as I don't think I would return as a returning guest. Room: 306 Value for money: I could get something better for what I was paying. Room issues: curtains poorly maintained does not block out light and hassle to close. Bathtub clogs water does not run down properly had to shut off shower first for it to run down before carrying on showering. No chair by desk area or plugpoint difficult to work in. Blinds in bathroom is broken does not give much privacy and no ventilation system so needed to keep door open when showering. Towels are stained , I check everyday so is bedsheets and this is not by me as I am a germaphobe. Your pillows are very uncomfortable and for the room I paid for could have at least offered options as a four star. Your shower head is also leaking water sprays everywhere. No hairdryer had to request from reception. Also toilet is way too low please check it yourselves as this doesn't give anyone comfort at all. Also the room door is very flimsy, hard to close. As well please rather switch off the red LED lights at night as this disturbs guests sleep. Service issues: please at least provide bottled water for the rooms as I had asked and Mirium said she would arrange but nothing was provided. Water was out for two days and as a guest I was not notified at all at least inform your guests and not wait until we had to ask and constantly check up as you never bothered calling me to inform me if water was back or not. Showered outside the hotel for two days. Also need to point out that I had paid a deposit 50% which I knew exactly how much it was , upon arrival you had asked me to pay an additional 500 which I then pointed out and your staff then proceeded to take the original amount I had needed to pay. Breakfast: I stayed by you for 5 days and only had 2 days breakfast , your food is greasy and also I had hair in my food hence decided not to eat at your premises anymore, quality control is very important and I smelt like food so ventilation again is an issue. Premises: only issue is parking, difficult to park inside and move around. Location: Only thing good to say about my...