Irene Country Lodge
Shocking Service and bad staff response

I took my 73 year old mother away this Saturday for a treat/spoil, to Irene Country Lodge. When we arrived at the lodge at 13:30 (check-in at 14:00), we were told we couldn't check-in as our room wasn't ready. It appears that other guests were checked-in before us, but we had to wait. I had booked for a twin bed room but we ended up getting a room with a kingsize bed in it. At around 21:00 that evening a strange man walked into our room using his key card. It turns out he was booked into Room 107 (our room) and Reception had us listed as being in Room 106. This is totally unacceptable and a major security issue and for two women to be woken up in this manner was to say the least a terrifying experience and shock to our system. The poor gentleman was most apologetic but it wasn't his fault. In general, pricing is astronomical. For the rate that we paid, the experience we had was not what we had anticipated at all. Generally a bad attitude and lack of empathy/understanding prevailed. When voicing my displeasure, I got a weak reply of " we will re-train her". Surely thorough training should be done before an employee is put on front desk or in any job at the hotel?

Company: Irene Country Lodge
Country: South Africa
City: Irene

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