Vivari Hotel and Spa by Mantis — Hotel in Mogale City Local Municipality

I would have given my overall experience a “10” but I would be lying & it’s imperative I reiterate why. Thato😤 from the Spa is one of the reasons! not only is she unprofessional but has no etiquette telephonically or face2face. If I didn’t have a stubborn spirit I wouldn’t have booked at Vivari because Thato was the first person I interacted with and she was rude! Non-chalant & not helpful! The business should really question how many bookings have been lost because of her attitude! I called the Spa to make some inquiries regarding the treatments and was blatantly told I must deal with reservations first, pay/make the bookings then I can make Spa inquiries. I still explained why I called the Spa first but that rude girl was not badging! Be that as it may she transferred me to reservations and I got to chat to Kevin who I expressed my dissatisfaction with regarding my conversation with Thato and was also just as surprised why? He then offered to walk to the Spa to make those inquiries then call me back. Indeed he did exactly that & I was able to plan my stay there. Not only was he professional, kind and solution’s based but he was also respectful something Thato lacks by far! I proceeded to make a booking with Kevin & he stayed in touch until check in. Upon our arrival we were greeted by Abhut’Tony (Bless him) what a gentle soul, he was so helpful & provided a 5 star service. We then went to the Spa and met the amazing Sam, very professional & provided great service. From where we could have snacks, introducing the lovely Miss Vicky who was hands on & served us like royalty. Puseletso & the other lady were just as AMAZING! I mean I ended up buying products worth R5,5k that I never anticipated to spend money on but the great sales lady Puseletso was on point! I got to see this Thato face to face on Friday and she tried to make small talk that was just lousy & pretentious purely because I unfortunately did the transaction with her😏. The romantic turndown was awesome & I still thank Kevin till date in making sure all goes according plan to surprise my partner. The happy birthday balloons were not there but was rather happy with the setup as it was what I had in mind. I must comment that it’s imperative for guests to be informed when booking accommodation and there is a function at the event’s venue because it was noisy but we moved on and still had a great evening. Martin from the restaurant served us with such grace & professionalism (he’s a keeper), his manager also popped in to check up on us & explained the delay in delivering our order which was appreciated. I was however disappointed that the restaurant wasn’t aware of the R1000 dinner voucher and had to explain it twice but it was sorted, the ball was dropped here because Kevin cc’d everyone on email comms regarding my booking. Saturday morning we then went back to the Spa to enjoy the facilities, we were greeted by the lovely Sam who had already arranged a great waiter Silas to take our breakfast order👌. All the other ladies at the Spa were polite, professional & always available to assist with any query. Once we were ready to leave I requested Thato to call the shuttle. She came back and just informed us that Joy is working alone at reception and can’t help us! There are no drivers available and that we must walk! Based on her delivery I told her that it’s unacceptable! She disappeared then came back to inform us that Joy will make a plan. Left us there & chilled in the private room next to reception and just left us there without any updates. I then called Joy at reception who explained so professionally & profusely apologised. We then decided to take the walk back to our rooms but Sam approached me since she noticed that I was upset! As I was explaining to Sam, Thato closed the door and continued with whatever she was doing (but I am very sure she was ease dropping). Sam will apologised on her behalf but I felt it was not her place to. Check-out with Joy was a bliss! But the Spa needs to take Thato for a customer...

The hotel side was beautiful, the customer service was wonderful and the restaurant was also exemplary.||||Now for my complaint.||||I arrived at the spa at 11:50.||||When I got there I told Sam that I’m anele and I’m here for my appointment with my husband however we won’t be using the jacuzzi as I’m pregnant and still in my first trimester so I can’t.||||She then proceeded to give me the most horrific experience of my life.||||She said we can’t get the massages as I’m pregnant and should’ve requested a pregnancy massage.||||I stated that I wasn’t made aware of that nor was it written in the terms & conditions but I did tick that I’m pregnant on the form I was sent for my husband and I.||||She ignored this.||||Then proceeded to say I’m rude and I asked how cause I’m trying to explain to her that I booked.||||She kept saying I’m wrong and was supposed to inform the spa that I’m pregnant when I called to book.||||I said I didn’t call and booked everything online.||||I then said it’s okay we won’t do the massage but can I get my money back then.||||She said I won’t be refunded and I left then went to reception.||||At reception Kagiso and Joy called her down.||||She still proceeded to be extremely rude to me and to speak to in in an extremely disgusting manner, Joy tried calling her aside and was telling her that’s not how a client is spoken to and she ignored this and kept talking to me rudely.||||I have never in my life been disrespected like this she even said I’m claiming to run a business but I’m rude, I was never rude to that lady in any way shape or form.||||I got to reception extremely upset and was not rude to Kagiso or Joy, if I was a rude person then surely I would have been rude to them to but nobody else in the establishment can say I was ever rude to them.||||Even Sam I kept asking her to not speak over me as I was trying to explain over and over that I wasn’t informed that pregnant people can’t get the massage.||||I’d like my money back please for the spa that was paid as I will never be coming to Vivari again, Sam left a very unpleasant taste in my mouth.||||Worse today is my husband and I’s anniversary but she’s ruined it for us and we had to checkout and leave.||||Please teach your spa stuff customer service plus how to deal with clients, I’m horrified plus traumatised at the experience I received.||||I posted my initial review 19 November and have an update today, 26 November.||||I was sent a WhatsApp by the owner of the place Dr Redd and she “apologized” on behalf of Sam plus used her having “family issues” as an excuse for the way I was treated as a pregnant woman plus the distress I was caused. ||||She assured me that I would get refunded for the spa plus they offered a complimentary night stay which makes 0 sense to me as we had to forfeit the one night we had already paid for because of her employee. ||||Last week she kept texting me to delete the review then Friday told me that I won’t get my refund unless I delete the review. (I’ve got screenshots of all the conversations I’ve been having with them plus them agreeing to giving me a full refund).||||This morning her employees sent me an email stating the same.||||Never in my life have I seen or experienced such, my review is my experience and I can not be forced to delete the way I was treated?!||||Today she’s been calling me names, accusing me of being malicious plus not being a decent person because I refuse to delete the review of the experience that I had at HER HOTEL FROM HER STAFF.||||The tone and manner in which she’s been texting me is so alarming plus scary. ||||I’m so sad and so disappointed in Vivari plus the way I’ve been treated by the hotel owner as well as Sam the spa...

The hotel side was beautiful, the customer service was wonderful and the restaurant was also exemplary.||||Now for my complaint.||||I arrived at the spa at 11:50.||||When I got there I told Sam that I’m anele and I’m here for my appointment with my husband however we won’t be using the jacuzzi as I’m pregnant and still in my first trimester so I can’t.||||She then proceeded to give me the most horrific experience of my life.||||She said we can’t get the massages as I’m pregnant and should’ve requested a pregnancy massage.||||I stated that I wasn’t made aware of that nor was it written in the terms & conditions but I did tick that I’m pregnant on the form I was sent for my husband and I.||||She ignored this.||||Then proceeded to say I’m rude and I asked how cause I’m trying to explain to her that I booked.||||She kept saying I’m wrong and was supposed to inform the spa that I’m pregnant when I called to book.||||I said I didn’t call and booked everything online.||||I then said it’s okay we won’t do the massage but can I get my money back then.||||She said I won’t be refunded and I left then went to reception.||||At reception Kagiso and Joy called her down.||||She still proceeded to be extremely rude to me and to speak to in in an extremely disgusting manner, Joy tried calling her aside and was telling her that’s not how a client is spoken to and she ignored this and kept talking to me rudely.||||I have never in my life been disrespected like this she even said I’m claiming to run a business but I’m rude, I was never rude to that lady in any way shape or form.||||I got to reception extremely upset and was not rude to Kagiso or Joy, if I was a rude person then surely I would have been rude to them to but nobody else in the establishment can say I was ever rude to them.||||Even Sam I kept asking her to not speak over me as I was trying to explain over and over that I wasn’t informed that pregnant people can’t get the massage.||||I’d like my money back please for the spa that was paid as I will never be coming to Vivari again, Sam left a very unpleasant taste in my mouth.||||Worse today is my husband and I’s anniversary but she’s ruined it for us and we had to checkout and leave.||||Please teach your spa stuff customer service plus how to deal with clients, I’m horrified plus traumatised at the experience I received.||||I posted my initial review 19 November and have an update today, 26 November.||||I was sent a WhatsApp by the owner of the place Dr Redd and she “apologized” on behalf of Sam plus used her having “family issues” as an excuse for the way I was treated as a pregnant woman plus the distress I was caused. ||||She assured me that I would get refunded for the spa plus they offered a complimentary night stay which makes 0 sense to me as we had to forfeit the one night we had already paid for because of her employee. ||||Last week she kept texting me to delete the review then Friday told me that I won’t get my refund unless I delete the review. (I’ve got screenshots of all the conversations I’ve been having with them plus them agreeing to giving me a full refund).||||This morning her employees sent me an email stating the same.||||Never in my life have I seen or experienced such, my review is my experience and I can not be forced to delete the way I was treated?!||||Today she’s been calling me names, accusing me of being malicious plus not being a decent person because I refuse to delete the review of the experience that I had at HER HOTEL FROM HER STAFF.||||The tone and manner in which she’s been texting me is so alarming plus scary. ||||I’m so sad and so disappointed in Vivari plus the way I’ve been treated by the hotel owner as well as Sam the spa...