Krakeelpoort Herberg — Hotel in Theewaterskloof Local Municipality

I am not usually one to share bad reviews about places/accommodation but I am honestly sad and utterly disappointed in the way I was dealt with by the owner of @krakeelpoortherberg . I am only sharing this because I feel it is necessary for you all to know how this establishment operates in case you decide to book with them. I booked and paid in full 7 days prior to our booking date for one nights stay to spoil my hubby for his birthday. A total of R1800 was paid for one nights stay. 2 days before our booking Matt, my husband, tested positive for Covid. I contacted the owner immediately to arrange a postponement(after all, businesses with GOOD business ETHICS and who actually care about the people that they provide a service to should put clauses in place in order to account for the current circumstances we are living in). Their immediate response was no refund, or moving dates- their cancellation policy is very strict. To be honest- We could of easily pitched up without saying a word but I felt letting them know was the responsible thing to do. After all, we would be putting others at risk(those whose bookings are after us etc). The response was cold- basically making it all about the business and how they cannot operate in that way (but they can easily keep someone’s money for a service that they haven’t provided) . I was not asking for a refund, I asked for a postponement. Logically they were also not in the position to provide me with the service that I had paid for due Covid protocol. We both could not meet the dates booked for. So why not allow me a postponement???? I am now of the view that I would rather a refund than a new booking date as I would definitely never visit this establishment after this experience. I was then offered an insult by them that should I want a new date I can book again and pay half price. I was truly disappointed but not shocked. I understand that it is hard for businesses to operate during Covid especially after the lockdowns etc, but I feel totally robbed in all honesty. We could not predict testing positive. I would never operate my business this way. Providing good service and being accommodating to your clients should be a priority. I am all about supporting local and this review is not to damage the reputation of this establishment but to warn consumers when making bookings to protect yourself. This is not even about a refund but making...

The setting is great. Pine forest. Hot tub. Well designed cottage. All this was overshadowed by unbelievably bad customer service.|1. There is no phone connectivity on tje approach road and the pin takes you beyond the entrance. The signage is small and worn and we missed it and was lost. A kindly neighbour helped us.|2. The gate was padlocked with massive signs about dogs. The same investment on their name would've been appreciated. The padlock is old and work and we struggled for a LONG time to open it. Everything about that approach and gate experience was unwelcoming. Dont havw weak eyesight or a dexterity challenge. You'll be heading home.|3. The character that represented our cottage was unidentifiable. We stopped at every signage to check and compare. It felt as if we were on the Amazing Race and that we were losing against the setting sun.|4. We are 5 girlfriends on our annual long weekend and happy to pay for nature and comfort. They did not take this onto account and made up 2 double beds and the bottom double bunk. The owner gave us such grief before agreeing to make the other beds.|5. The website advertised space for 6 adults but the double bunks was not designed for adults. One didnt even have steps. You'd have to be a pole vaulting gymnast to scale it.|6. Insult to injury was that she supplied 1 ½ rolls of toilet paper for 5 adults on a 4 day stay. It was a tough irrate negotiation before she agreed on 1 additional toilet roll|7. We gave up on all the other issues favour of a restful weekend but the story of the lack of sufficient dishwashing liquid; no table to eat at; insufficient crockery; insufficient camping fridge; no hand towels; no dishcloths etc etc has to wait for the typing cramp to cease.|The worse thing was that they recommended we purchase 10 additional bags of wood where 2 would have been sufficient. That was just mercenary and dishonest. |I cannot recommend this argumentative owner and as a...

Sent the owner a private e-mail first. No response in three weeks.

Unfortunately we have a few concerns regarding the accommodation. On the first night we were woken up by a mouse that entered the cottage. We observed that it was able to pass under the door next to the bed. The door closer to the couch has a rubber/plastic fitting but this one did not. We managed to keep the mouse out the next night by blocking the gap under the door with a piece of wood. We know mice are part of nature, but however having a rodent in the cottage is obviously a problem in terms of hygiene. The mouse was on the kitchen cupboard top and was in contact with our fruit and veggies. Also, this is a potential entry point for other creatures such as snakes. We also noticed cobwebs and dust in the cottage - it seems as though it has not been cleaned thoroughly in a while.

Secondly we noted that the hammocks were not safely secured. The straps are weakened by the sun, are at the point of breaking and could cause injury.

Lastly, the fireplace in the pool was not working properly for the first two days. There was very poor airflow and the fire never really got going. I thought this might have just been because the chimney is relatively short, but in the end I figured out that the chimney had been blocked. There were pine cones that someone must have thrown down the chimney. I know you have little control over what the previous guests do, but I feel you owe it to the new guests to check that everything is in working order.

Before we even arrived we were threatened with a R1500 fine if we damage the pool, but ironically we found it in a damaged condition. The writing on the pool threatening people who are "drunk, dumb or on drugs" is just in poor taste and the use of the word "dumb" is offensive. At this price point a service provider...