Summer Garden Guest House (The Palms) — Hotel in Gauteng

Used them on several occasions and was happy with the service until the last time we used them. There was a mess up with one of our bookings, staff could not deal with the problem, and then after my stay, when I addressed the matter to the owner, he was rude and seemed not to care. Such a shame. Response to your reply : I really hope people read this and see your passive aggressive response. Blaming me for the booking, really telling me I am incompetent. Wow that is really good customer feedback. I am glad you have done this publicly so that everyone can see your true colours ! Your staff even admitted that other customers have had the same issues with that particular bookings portal, yet you tell me I am incompetent ! Advertising a room as "Luxury" when you don't supply air conditioning surely is a contradiction in terms ? Why even bother to apologies if all you are going to do is be aggressive and defensive. Your customer skills need a lot of work ! Surely offering vegetarian meals is a standard, so why use that as an example of your apparent good service. Last but certainly not least, what on earth has the time frame that I have complained about got anything to do with it ? I told your staff I was unhappy and asked them to let management know. I waited 2 months for a response and got nothing. Hence why I sent you the mail hoping to rectify the situation and instead you attack me and tell me I am incompetent !!!! You really do need a lesson in customer service. But thank you once again for doing it publicly so that everyone can see your...

During my stay in unit number 8 and the log cabin, several significant deficiencies were noted, falling considerably short of the expected standards for a four-star establishment:

The bed linens contained hair, indicating inadequate linen changes. The hair appeared consistent with that of a staff member with long, unbound hair or a previous guest.

The quality of the bed linens was substandard for a four-star hotel, showing significant wear and tear. The presence of small cotton balls on the fitted sheets suggests prolonged use and a need for replacement.

Sand was found on the bed, indicating a lack of thorough housekeeping, possibly resulting from cushions being placed on the floor during bed making.

Only one water bottle was provided per room, despite the booking being for double occupancy.

Towel quantity and quality in both units were insufficient for a four-star establishment; only one small towel was provided per two guests.

Significant dust accumulation under the beds indicated infrequent and inadequate cleaning.

The bathroom door in Unit 8 failed to close properly due to obstructing plugs, compromising guest privacy.

The overall experience was far below the standards expected of a four-star establishment, more closely resembling a two- or...

Wonderful attention to detail! Great thought put into making your stay as comfortable as possible. We were kindly taken to the three other locations as we are up quite often and wanted to see what else was available. We were very impressed with what was offered. I loved the decor. Only one complaint....it was freezing and we were at the Palms. The rooms are lovely and warm with wall heaters and air-conditioning but while they are being cleaned there was nowhere warm to sit. No fireplace unfortunately but I did have use of a blanket. My linen was changed after 3 days and we had clean,dry towels every day. Staff are well supervised and...