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Unpleasant stay at renowned hotel in Winelands

31 January 2013, 09:00
I would like to take the time to express my utmost disappointment in the services of Pontac Manor Hotel – never have I EVER felt so humiliated before in my life. On 15 February 2012, I [specifically] made a booking for the honeymoon suite, for the night of 15 December 2012 – just to check in to some standard-nothing-special room, on the first night of our wedding (15 December 2012). After hours of initially looking for the perfect overnight opportunity, I chose Pontac Manor. That must be the worst mistake I have ever made in my life. I was very ashamed towards my beautiful wife – who did not deserve this type of “romantic treatment”… 

I was shocked to see that the “honeymoon suite” was not what I saw on the website (http://www.pontac.com/paarl-honeymoon-accommodation-cape-winelands). Even worse, that it was not what was described by the hotel manager, telephonically. The room we stayed in was next to the restaurant and dining area… We had the most unpleasant and rude awakening the next morning with staff preparing breakfast in the kitchen and guests having breakfast. Not to mention the two single beds (for honeymooners?) that we had to sleep on… Not the ideal overnight/ wake-up for honeymooners...

I was even more flabbergasted to find out that the actual honeymoon suite had been allocated to some well-known internationally acclaimed artist. Seriously! I have confirmed the booking on February 15 already and was not informed of the "change" throughout the whole year! Clearly Pontac's thoughts must have been that we would not even realize the difference…

In my opinion – I think the way that we have been treated; what was offered to us, is to say the least – shocking – in every sense of the word. I trust this is not the way that Pontac Manor wishes to conduct business. Our wedding’s service providers were some of the heavy weights in the industry – that is the main reason I chose to make the booking with Pontac and I am sure they could've done without a low-rating review. The manager did, in fact, contact me to apologise and offer a complimentary voucher or 50% refund. I declined this kind gesture, because no night will ever make up for the first wedding night - as I am sure most married couples will agree.

By accepting Pontac's offer of only paying 50% of the amount we paid, I assume they are holding me accountable for the other 50%... I had no hand in this matter and suggested to the manager he turn to his staff to pay up the other 50%.
I honestly hope no one else experiences the same kind of service they seem to aspire to.

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