After submitting a complaint about a recent stay at Southern Sun Elangeni, I must admit that I was expecting to be confronted with complacency and indifference, and was ready to put up a fight to be heard!
To my disbelief, the hotel manager, Samantha, responded in a polite, empathetic and helpful way, and, much to my appreciation, was gracious enough to admit their wrongdoings, apologise personally to me and compensate me for my inconveniences. It is reassuring to deal with a large organization that retains the ability to listen to the customer, make good on their wrongdoings, and take steps to ensure that the feedback is incorporated in improving their future service. Many thanks to Samantha for your professionalism!
0 comments