My complaint:
We had a booking made on 30th November 2022 reference 4303929. Then we made payment on the 23/1/2023 ref 97225 refers. When we booked in on the 30th of June 2023, our booking was there, but no unit linked to our booking. It took a very long time to find a unit for us and we just had to wait patiently. They wanted to give us a unit for only one night. We then had to point out to them that we paid the full amount for 2 nights. We asked for a top unit but that was a battle as well. We asked for the 2nd room just to move the 2 beds together to form a double bed, that was a huge issue, although that was arranged with booking and payment on the 23/01/2023. Maintenance was not very good: light bulbs were not in place. Service was absolutely poor. We were locked out Saturday night of our unit (519) since the payment was not linked to the unit for 2 nights. Cutlery was not enough for 4 persons. We reported that the lights bulbs were missing, some of them did not work. They did not replace nor fixed it. There was not even a plug for the bath. We have been staying at the Mecure Hotel in Nelspruit for many years when attending the INNIBOS Festival. We are loyal customers and this is utterly poor service. I have written a complaint on google to Mercure Hotel Nelspruit, and the only remark was We are sorry. It is not cheap accommodation, and the least is to render service and value for our money. We want to book again for 2024, but management and employees are clearly not fit for their job. The guys next to us in unit 518 Also had a problem. His payment was also not linked to their unit. So, it’s not only us that had a problem. We feel that we must bring this under your attention. If you start loosing business, you might not know the reason for this. If you know what is wrong, this can be rectified.
Suggested solution:
Training of staff and when a client complaint, attend to it. Units should be checked after every check out.
