Januari 2012

Andries Stockenstrom Guesthouse

Reactie klant:

Dit is een toch wat oubollige locatie, met een kleine bijna dichtgegroeide binnenplaats, waar bijna geen zon komt.

Het tuin meubilair is erg oud en kapot. Wij kregen 2 dagen het zelfde menu voorgezet. Een keuze maken was niet mogelijk.

In de eetruimte waren meerdere grote lekkages, waardoor de gasten steeds moesten verschuiven.

Hier zouden wij absoluut nooit meer naar toe gaan.

Waardering een 6-

Antwoord accommodatie:

Dear Mr Stevens

Thank you for your email, feed back is certainly appreciated from guests.

Our house is almost 200 years old, Graaff-Reinet is the 4^th oldest town in South Africa. In this light, we specifically keep the style and decore old fashioned and colonial as that is the heritage and feel of the whole town. All our marketing and advertising material promotes this fact and it is a major selling point of our property.

On arrival we gave the guests a free upgrade to a mini suite, which is a lot larger and more spacious than the room that they had initially booked, it has it's own little shaded courtyard, designed specifically to provide shade in the heat of the Karoo summer. (We regularly experience temperatures of over 40 deg C during our summer) it is also 5 meters from the pool area which is very sunny and bright. All our garden furniture is steel framed, sturdy and in good repair.

As the head chef and the person responsible for personally preparing thier meals on both nights in question, I can assure you that the menu's were completely different on each evening and there were two choices for every course, as is the norm in my restaurant. We also keep detailed records of what our guest order to eat and drink.

In the Karoo (semi desert with a summer rainfall of less than 400mm per annum) we seldom have rain, so we welcome it when it comes. Guests have the option to take thier dinner in the airconditioned dining room or outside on the terrace which has a roof but is not 100% enclosed.

All the guests chose to eat outside on both evenings , as there was the prospect of a Karoo thunderstorm, which is quite a spectacular event for guests to witness. We had a very heavy down-pour on the one evening (60mm in 45 minutes) and due to the intensity of the storm and the fact that the terrace is semi- open air, some water ingress was inevitable. We did once again offer all the guests the option to move indoors but all declined and chose to rather move thier tables slightly but stay outside and watch the "show" put on by mother nature instead.

At no time did the guests indicate that they were unhappy with anything during there stay and thus we were never in a position to address and/or rectify any problems they may have had.We are thus very sorry to hear that they did not enjoy thier stay with us. I am however, more concerned by the many glaring inaccuracies in thier report, that begs me to ask the question "Could they possibly be mistaking our establishment with another that they stayed at during thier trip?"

We have had a number of guests staying with us from your agency and never a single complaint on record, thus we are very distressed to hear about this one,I am just sorry we were not afforded the opportunity to address the situation while the guests were still here.

I sincerely hope that this somehow gives you and indication of what we are about and how we run our business.

I look forward to hearing from you again. Once again we do welcome feed back.

All the best,

Gordon Wright

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