LightStone Guesthouse — Hotel in Gauteng

Lightstone guesthouse Centurion has no light. We booked two weeks in advance and was requested by the owner to pay R2457 rand directly into their FNB account. We arrived the 31/12/21 and was shown our rooms. Very neat, and we settled down. The aircon was plugged out and the remote removed. We plugged it in, and used my son's room remote, and after 5 minutes the power kicked off. The reception attendant came to our room and informed us the aircon has been out of order tripping all the electricity and we need to use a fan. The advertisement includes aircon, and this aircon has been out of order for a while. I requested the receptionist, who is a very gentle nice guy, and asked is their a problem wthe electricity. I politely requested to be moved to a room with an aircon, as it was over 32 degrees and the room was extremely hot.||He called the owner and said she has no other rooms but can move me to another guesthouse without aircon, very sarcastically/aggressively. She informed cannot demand an aircon as I must take the room as is. The advertisement indicates Air-conditioning. I was not rude and said it is unacceptable and my wife and I cannot sleep in this heat.|| This was a turning point and she said leave the guesthouse and go to the booking service to get another guesthouse for us. She really went off at me. I could not get a word in. She told the reception gentleman to call security and we must leave and hung up. My wife called her, and she really treated my wife with disrespect. Not giving her a chance to speak. My wife said we will leave but what about our money. Her answer was speak to the booking service. My wife informed her, we have a WhatsApp message that you the owner instructed us to pay it directly into Light stone account. She kept on shouting talking derogotive towards her, like how many times must I tell you et./ let me tell for the last time.|| We called the booking service and they assured us no money was received on their side but still in the guesthouse bank account. The booking service requested POP. We emailed them the proof of payment. Then security arrived and we had a calm conversation and they tried to inform the owner telehonically there is no problem with us that warrants removal. She was on speaker phone and blatantly lied that we are drunk, racist, disturbing other guests. We saw no other guests and we made no noise. She was not on site at all. I requested the security to escourt me to a police station for testing to test for alcohol. My wife was so embarrassed that she asked the security to inspect our room for alcohol. They told us we can see there is nothing of the sort. They had many discussions to inform the owner that they have seen the banking EFT and we are waiting for our refund. She was on speaker with two of the security, receptionist, my wife and son listening and the making false accusations that we are drunk, racist and disorderly. She was not on the premises at all, and security informed her we are sober and calm. ||Now she sent my wife a WA message that she has a guesthouse via the same booking for R3300. We have to pay this additionally||My wife called her again to ask her about our refund, her husband, who had no part of the whole conversation answered her phone, and said she is not available. We could hear her talking loudly in the background. He said he would chat to her and call back. He called back 5 to 10 minutes later and rudely told my wife to get off their property. The conversation was on loudspeaker and all others listening were shocked, including security. She asked her husband what about our refund, he hung up. We were already booked in, she chased us away, and informed us to sort out with the booking service. We had to cancelled, what else could we do, and tried to get another place to stay as the booking service could not move it as the money we paid was not with them . We have evidence that the booking service cancelled the booking without penalty service fees, via email, we are awaiting our refund. Now the story changes after she rudely chased us away, just because we raised one single concern over the aircon tripping the electricity which is Health and Safety concerns.|| I have never been treated so badly in the hospitality sector, and feel humiliated as this was done in front of my wife and son. My wife was crying at the way these people treat their clients. Totally unprofessional. We left after taking photos with security and receptionist that informed security we were very polite, and he and my son had such a nice conversation regarding his meaning of his name in biblical tearms. We were not in the wrong, but victimised, and the security felt very sorry for us. ||We came all the way from Port Elizabeth to see our newborn grandson, and after booking in, but had a request to give us room with a working aircon as advertised, the owner within two minutes told us to leave, got angry and rude towards my wife and told the reception to push the panic button for security. He did not do as there was no disruption, rudeness, drunkenness or racial slander. I have never heard or seen such inhuman behavior as I had to go and look and pay again for another place to stay. My wife cannot get hold of her as she is blocked her number via the cell phone. I solemely delacre this is the truth and nothing but the truth. ||One think must be made clear, we did not want to cancel, the owner chased us away and what else must we do, as she told us to go to the provider and ask for a transfer, it could never happen as Lighthouse never paid over the money to the booking agent. ||Truly bad service, or no service at all||Geoff& Brenda Smuts. ||All photos/EFT/Booking references as well as calling records is...

Just to set the record straight we arrived at this questhouse on the 31st of December at about 13h00 we traveled all the way from Gqeberha and were very excited because we've come to see our grandchild 2 months old. We arrived and we greeted by a very nice and friendly gentleman who showed us our rooms we unpacked. We wanted to rest before we went out again. We first were looking for the aircon remote but found there weren't one. My son then brought his one from his room and put ours on it wasn't a few minutes and all the power tripped in the whole Guesthouse. My husband went to ask the gentlemen as the owner wasn't on the premises what was wrong he informed us that we cannot use the aircon and that there is a fan in our room. We asked nicely if he can't move us to another room he said no he must phone the owner which he did, she said no there is no other rooms we must use the fan or go to another Guesthouse we said ok no its fine we'll stay but then she started of that it's not guaranteed in the booking that we will get an aircon in our room she became very offensive and rude on the phone told us that we are rude drunk and upsetting the other quests there weren't any. She said we must remove ourself from her premises and that she will press the panic button to call the armed response which she did they arrived and couldn't understand what was going on as we weren't drunk or rude or anything. She stil continued and said we must go and that I must cancel my booking which was paid in full for four night's in advanced. I called her on my phone and her husband answered and said she's not available she'll phone me back he then phoned and said remove yourself from my property or the security will.I was forced to cancel the booking without being refunded by the owner. I hope that this will not happen to other guests, hence reason...

The lady managing this place has no clue of what is customer service is, i booked this place for 10 days end Feb for March 2019 one day when i returned from work my room was up side down people ( men) fixing cupboards or wardrobe touching and moving my personal stuff ( I'm a female mind you) i mean everything. i got so upset coz no one told that my privacy will be invaded like this i called the lady in charge. she asked the guy on site to apologize to me and move me to another room which i didn't pay for, i got more upset i asked her why is she sending other people to apologize to me and asking me to be moved to another room it was a heated argument. but the funny part which im still puzzled by it is that she said " Im being rude" and she drop the phone on me she never came back to me to properly apologize until i left. The questions that I asked her 1. why you didn't call me and let me know about this arrangement, 2. whydid you rent out a room that you know you will be fixing the roo f soon, 3. why are you sending someone alse to apologize to me and move me to a room that is not equivalent to the money that i paid am i not worthy of your apology? i had to sleep in a room that was not complete done for the remaining days some cupboards were removed i have never been treated like this is a place where i had to pay for my stay. if you want to be treated like a human being just stay away from this place. by the way provide soap, fresh teabags, fresh milk and improve to dinning area for your...