Guest User
January 6, 2025
Dear Managers I am writing to formally express my dissatisfaction with the deplorable experience my family and I endured during our recent stay at Lanzerac Hotel. The issues we encountered were so severe that they tarnished what should have been a memorable family vacation. Firstly, the condition of the pool was utterly unacceptable. It was filthy and, therefore, unusable, which was a significant disappointment for us all. A hotel of your supposed caliber should maintain its facilities to a much higher standard. Secondly, the food served in the restaurant was inedible. Despite our anticipation of quality meals, what we were served fell drastically short of expectations. It's disheartening to report that the staff's demeanor only exacerbated our experience. Referring to us by numbers was not only impersonal but also outright disrespectful. In light of these grievances, I provided 24 hours' notice of our intent to check out and voiced that our experience was not acceptable. During that time, two managers approached me, seemingly more interested in undermining my complaints than addressing them. Their intimidating behavior further added to our distress and dissatisfaction with your establishment. I paid for six rooms, and I am appalled that there has been no adequate offer of compensation for the numerous shortcomings we faced during our stay. While the £600 reduction for food and drinks was appreciated, it does not in any way reflect the depth of our disappointment or the level of service that was promised but not delivered. Given the circumstances, I expect a more suitable form of compensation that genuinely acknowledges the significant issues we encountered during our stay. I look forward to your prompt response regarding this matter.