Glen Maine Guest House — Hotel in Gauteng

We had a great stay at this guest house. There was a warm welcome from Nicky and Rosie. Rosie is a lovely bubbly character who we became very fond of. I am pleased to say she learnt to cook eggs to my liking everyday for my breakfast. We choose this guest house because we want to experience a warm personal service. We were not disappointed and it's much better than a chain hotel. It's in a very safe and secure location within a beautiful gated community. It is quiet and peaceful location where we could relax and experience a warm South African welcome from local people who are invested in their community. It is short distance to numerous shops and excellent road links to the Kruger National Park, Panorama Route to the East. There are many visitors attractions within a hours drive. I took my daily walk to the local dam where I was always welcomed by security staff and the locals who were happy to talk and engage with me. This warm welcome is the reason we choose a family run business.They care and it shows. Nicky the owner is happy to communicate through WhatsApp and answers any questions you may have. It is evident that she is proud of her successful business and takes great pride in her staff. The standards of service is better than I have experienced in the UK and in Europe. Nicky deserves her five star rating and positive reviews. Thanks to Nicky and Rosie for making us feel welcomed in your...

Here’s a professional rewrite that still makes the point firmly while educating them on proper business conduct:

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We contacted this establishment at 4:50 am in search of urgent accommodation but received no answer. The following day at 8:50 pm, a staff member returned the call, asking, “Who am I speaking to?” and questioning why we had contacted them at that time.

For a business in the hospitality sector, this approach is both unprofessional and concerning. Guests—especially those in urgent situations—should be met with courtesy, empathy, and a willingness to assist, regardless of the time. The initial question should have been how you could assist us, rather than challenging the legitimacy of our call.

We were able to secure accommodation elsewhere, but this interaction reflects poorly on your customer service standards. I would strongly recommend customer service training for your staff to ensure future guests feel welcomed and respected.

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If you want, I can also make a slightly softer version that keeps the feedback constructive but less direct about their career choice. That would increase the likelihood they take it on board rather than becoming defensive. Would you like me to prepare...

This weekend of 07/02/2024 has been our second stay at Glen Maine Geust House. It will definitely not be the last time that we will be staying there. We absolutely love the rooms, so spacious and comfortable. And always neat and clean. Rosie ensured that our room was cleaned first so that we could book in and go to our appointment even though it was still too early. Rosie is such a lovely person and always smiling and willing to help with any needs! Making any guests feel welcome. The location is also very convenient and great restaurants and shopping centres are just a stone through away. Nicky is the perfect host! I will recommend Glen Maine Guest...