Firstly i would like to state that i am registered on city lodge website as a frequent lodger for a number of years now. I have frequently stayed in Gauteng City lodge group, and this was the first time i received such poor service from this group-Umhlanga city lodge.i explained upon booking the accommodation for the festive peak season that i would need to sterilise my baby's bottles, basically utilise the microwave for about 5 minutes, the reservation desk assured me the staff would assist as i am a single mom, i was also told that a bassinet would be provided in the room. The the staff answer with excuses as to why the service is "limited", instead of just helping, what happened to good customer service? why do we have to escalate poor service just so we can be afforded the basic hospitality? i understand that it is limited service, and that its a busy period being december, however poor service and just a general disregard to proving assistance until escalated to management should NOT HAVE TO BE TOLERATED BY ANY GUEST. The staff only respond to escalations, and the general response is "NO". i wonder how much the gratuity tip needs to be in order to get a smile out of the staff???
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