Garden Court Hatfield — Hotel in Gauteng

Dear Madelein,

Trusting you are well.

I checked in on the 17 July 2018, and upon check-in I explained to the person behind the checking counter that im slightly differently abled and will use the disable parking as I suffer with lymphedema in my left leg and requested to see the manager that was on duty and explained that I have lymphedema in my left leg and a gastric bypass and that I cannot eat the same amount at once as normal people can. I informed the night manager that in the morning I will take a croissant or 2 and fruit with me after having coffee. He said it was fine and that in the evening I can also inform the chef. Most of the foods in the morning I could not eat as it was not halaal and most protein meats were pork. The nigh chef understood and was very accommodating and she even suggested I can take a breakfast pack in the morning which I did.

In the morning I has a bag(Garden court bag) which I put 2 croissants an a apple inside for later then the restaurant staff and manger approached me loudly and told me to pay for another breakfast and that I cannot put food in the bag. So you can imaging the scene in the restaurant as it was peak time and the restaurant was full of guests. so I politely told them that I had permission from the night manager and night chef and asked them whose fault it was that they were not informed of my situation. This type of behaviour is definitely unacceptable and not international standard and I would request our department not to business with the hotel group or branch in the future.

Secondly on more that three occasions the parking is left unattended. The first time I had to take the red triangle by myself and 2 guys who were at the approaching from mac donalds were heading to the boom gate, I was so afraid as I had to leave my car on and move the red triangle out fearing these 2 guys and no security to be found in sight. I immediately informed the reception and not sure if they took it up with security. This happened for more three times. This means that our cars and personal safety is not safe at all in the parking . Nothing was really done about that because the morning of check out another car was in front of the boom and could not get waiting for security that never arrived and some other guest had to open for that car that was trying to exit the hotel for 20 minutes. This is so bad.

I have never experienced such bad customer service at a hotel before.

Further more I requested that the hotel reception arrange parking for me at the Garden court hotel in Morningside as I was checking out in Hatfield and checking in Morningside Sandton. The lady who assisted was so confused or did not know what the correct numbers were of your Morningside branch, she called Garden court Monte casino and arranged parking there - How come your staff does know to how phone the Morning side branch in Sandton ? and arrange parking for a transferring client. How is your staff trained? and your hotel is servicing international clients? I really don't know how they could be servicing clients at this level with this type of bad customer service.

Please train your staff to listen carefully to clients request and reconfirm proper...

Our rate included breakfast and I requested a Halal breakfast on my booking. When we checked in I asked your front office agent will we get halal breakfast? and she just said "the chef will prepare it for you". I left it that, thinking all is well and we would get a nice breakfast on Sunday morning. Sunday morning we head down to breakfast just after 9am... There were quite a bit of guests and the restaurant was busy. I managed to flag down a restaurant employee wearing a royal blue uniform and asked about our halal breakfast... she was abrupt in her response with "the chef will prepare it for you". I waited around as she carried on and she could see I was a bit confused and unhappy. She came back and said I will go check with the chef and then turned around and said " the chef is busy there, but I will check with him". I said no problem, we are sitting outside, will you come let me know what's happening? She said yes... we waited outside at a table (all the other tables inside were FULL). Needless to say we waited for more than half an hour with nobody coming to check or give us feedback and then had to leave as we were by now already late for a conference we were attending in Pretoria.||You guys clearly don't have a policy of inclusivity in trying to accommodate guests from other religions. As a hotel being part of Southern Sun it's disgusting that more effort was not made to ensure our request was met or tell us you cannot accommodate our request. All we were told is "The Chef will prepare it for you". At this point I don't think Garden Court Hatfield even knows what Halal means or that the Food and Beverage department even cares!|We paid R1745 for the night for no breakfast... not even a slice of toast was offered! we also had to still pay tourism levy and parking fee... a complete rip off. And yes, I would have booked room only if your online site had...

Good day My People, trusting you are all well and good.

It is always a pleasure staying with you. Your hard work, team work and your endless smile from the Reception to the dinning hall. Keep it up team.

Your are excellent. keep it up.

Managers, thank you guys for always smiling to us as we proceed to the dinning hall, that means a lot to us as customers. Mr Mqina,Rakesh, Wanda and Keke and other managers, I must say you have a great team guys and I am confident that you will continue lifting up the name of the Garden Court Hatfield and Southern sun as whole.

Reception team, thank you guys, keep the smile always. I noticed also the new lady called Zintle, she is also on top on the ball. You guys, are the face of the hotel.

Kwakho at the reservation you also doing great there considering that you are new.

Housekeeping: The rooms are neat, fresh and spotless, very convenient now that you can charge your phone whilst on bed, amazing😀,I love it.

Breakfast and dinner teams, Team Nomzamo and Ermily, I cant call you guys by name, but I always watch you cleaning and preparing the tables and assisting clients with a smile. With your attitude you shall surely go far team.

My Chefs Team Sibongiseni, I salute to you guys, great job you are doing guys, YOUR FOOD IS NICE and FRESH 👌 and I think it’s one of the reasons that I always book there. I love nice food😀. Each Chef stands there is always smiling, ready to serve. One evening I enjoyed the chicken and asking Jonas who cooked here and he went to call the Chef and I got her name is Nancy, wow keep it up team. Even the new little girl who just got promoted, i think she is Ntokozo not so sure, but she is on the ball.

To my friends and family, I will always recommend Garden Court Hatfield Pretoria.

Keep it up Team, I am a happy...