Glenburn Lodge and Spa — Hotel in Mogale City Local Municipality

We spent two nights at Glenburn (3 adults and our 2 year old toddler). The food at the restaurant was disappointing and the staff seemed to know very little about it; the staff needs to taste the food and know the menu so that they can recommend and explain choices. There are however spa facilities and some kids entertainment (some pools and a jungle gym) which can be enjoyed by toddlers.

The communication, from different people at the front desk, leading up to and while staying here was shocking. We were told different information regarding the garden suites and as such I spent quite a bit of time on check-in trying to understand exactly what I was paying for; the same occurred when trying to book a pony ride. When contacting the restaurant to make a room service order, we were passed around to so many people. It took about 15 minutes of holding on; calling; holding on for there to be any headway. When the restaurant did finally answer our call; they could not clarify a menu item. On our first day at the breakfast, our room number was taken and then hardly any follow up service or explanation of the buffet service was given.

The most shocking part, though, occurred on the last day and; it is this part that will always leave a bitter taste in our mouths and ensure that we do not return here. We ordered cappuccinos with our breakfast - these are charged separately. We ate; then went to check out. We paid for our additional costs; thanked the staff then; left. When we approached the security boom, we were told we cannot leave the lodge. When we asked WHY, we were told that reception wanted us back. I was confused and asked the security if he was certain and he said that he had been told that a white car carrying "three" passengers was not allowed to leave. I immediately called the reception to ask why and was told that we had not paid for our cappuccinos. For R80 we were profiled and detained and forced to go back to reception regardless of stating that we were late and could make another payment arrangement (EFT). Suddenly the lodge becomes sorry; says we are not detained and there has been a miscommunication. When we ask if we can then leave, we are told NO. The receipt for the R80 for cappuccinos had not been sent on time to the reception and so it was not included in our bill - due to their communication faults, we were again at the losing end. This was such a terrible experience having a verbal disagreement with security and being told, as black adults, that we are WANTED at reception for missing costs, at no fault of ours; having other cars be allowed to go and us being stopped while walkie-talkie communication occurs outside our car, is just deplorable.

When my husband went in to pay the R80, no one at reception seemed to know who had made the call or who was at fault and he was made to recount the story of what had happened. They then told him that R80 for cappuccinos did not warrant such behaviour; yet that's what we got. This was such a disgusting way to end our trip and we are honestly still shocked, days after. Promises made for an investigation and an apology via email to myself have not...

Our wedding guests stayed overnight at Glenburn Lodge following the wedding of Jarryd and Sharleen Bath. In the months leading up to the wedding, I had been in constant communication with a staff member to ensure that all the bookings were in order and to provide proof of payments. I even meticulously created a spreadsheet that listed the names of our guests and the amounts each room was supposed to pay on arrival. These were guest who had already paid 50% Deposit.

I have to commend Glenburn for the spacious, neat, and comfortable rooms they provided for our guests. The accommodations were truly five-star quality.

However, there were a few hiccups that marred our experience. The morning after the wedding, one of our guests, who had already paid in full, was informed by reception that they hadn't paid and needed to settle their bill. This was highly frustrating, as I had repeatedly requested that our account be reconciled and the outstanding amount be clarified before the wedding.

To add to our frustration, we later learned that a second guest was similarly accused of not paying, which turned out to be untrue. To resolve these issues, my husband and I spoke with the reception to schedule a meeting to go through the guest list and identify any discrepancies. However, during this time, we were locked out of our room, despite having been in communication for months and having paid for 33 rooms and 63 guests.

I must emphasize that there was a payment from us that had not been properly accounted for, and we are still awaiting clarification and resolution from Glenburn.

On a positive note, the breakfast with our guests was superb, and the food, service, and the chefs preparing the meals were truly exceptional. While our experience had its share of challenges, I hope that these issues can be addressed and resolved in the future to ensure a smoother and more enjoyable stay for...

I initially booked a Garden Suite, but upon arrival I was allocated a different room. I understand that changes can happen, but I wasn’t informed beforehand that I would not be getting the same suite. Unfortunately, the new room felt more standard and did not offer the same experience I originally paid for.||||While I truly appreciated your flexibility in allowing me to move my booking date, the change in accommodation affected the overall value and enjoyment of my stay.||||The surroundings were beautiful, and the food and staff were excellent, friendly and professional throughout. However, there were a few issues that impacted our comfort:|| • A sign on our door warned about possible problems (including baboons), which made it difficult to relax or enjoy walks and night exercises as planned.|| • The TV in the room was quite small and far from the bed, and the sound quality wasn’t ideal.|| • There were spiders in the bathroom, which made my wife uncomfortable.|| • Alcohol prices were quite high, and guests were not allowed to bring their own, which limited our options.|| • The parking area was far from the room, and during rain we got wet walking to the car. A covered pathway or closer parking would make a big difference.|| • On our last morning, before checkout time, our access card stopped working, which was inconvenient.|| • I also wish there was a gym on-site. For some of us, exercise is not just a hobby but a medical requirement. I had planned to exercise outdoors, but the rain made that impossible, having an indoor option would have made my stay much more enjoyable.||||Overall, while there were positive aspects, particularly the staff and food, the stay did not fully meet my expectations compared to what I had originally booked and paid for.||||I hope this helps you improve certain areas for future guests, as your...