We recently drove from George to Kimberley and, because I finished work late, decided to stay overnight at this establishment just outside Beaufort West. It has been one of our family’s regular stopovers for years, and we’ve always enjoyed it, especially because our kids love the playground.
This was our first overnight stay, and overall I was very impressed. Before our arrival, I received a professional phone call and communication regarding our booking. As someone who works in customer service, I really appreciated that level of service and thought it was excellent.
We arrived quite late in the evening after a long drive. Due to poor cell reception along the route, I only managed to check my phone once, but I did receive the booking information. Unfortunately, the gate exit PIN was sent to my dad’s phone, and because we arrived in the dark, we didn’t unpack everything, including our phone chargers. By the next morning, my dad’s phone had gone flat, I had no cell signal, and there was no Wi-Fi available.
This led to an unpleasant interaction with a staff member. When I approached the exit gate, I couldn’t open it because the exit required a different PIN. The staff member came over and asked if she could help, but then said, in what I felt was a dismissive tone, “I sent you everything.”
I understand that the information may have been sent, and I appreciate the effort made. However, I felt the situation could have been handled with a little more empathy and understanding. A simple, friendly explanation or just opening the gate without making me feel at fault would have left a much better impression.
Overall, our stay was comfortable, the facilities were great, My only suggestion would be to ensure all booking and gate access information is sent to the primary guest as well as any additional guests, and to encourage staff to approach these situations with a little more patience and warmth. Small interactions like these can make a big difference to a guest’s overall experience.
Unfortunately, the interaction at the gate changed my overall experience. During this incident, I also noticed that the staff seemed to be quite on edge, which made the atmosphere feel less welcoming.
For me, customer service is what keeps me coming back to a business. I don’t mind paying more if I receive excellent, friendly service and feel valued as a customer. Sadly, because of this experience, I won’t be stopping here again on our future trips between George and Kimberley.
I hope this feedback is taken constructively, as the establishment has so much potential and has been a regular stop for my family over the years. A small change in how guests are approached can make all the difference and leave a lasting positive impression
