Bad service and customer service at Little Scotia Geust House (Rondebosch) Cape Town

No hot water available and no reply from little Scotia Geust House after email below:

Good evening

I trust this e-mail finds you well.

It is with grave concern that I write this e-mail following our recent experience at your establishment regarding your accommodation offering. I reserved accommodation for my mother and sister for the period Tuesday, 10 August 2021 until Friday, 13 August 2021. On Thursday 12 August 2021 (in the evening) my mother phoned me to inform me that there was no hot water.

It is worth noting that my mother came all the way from a small town in the Langkloof to assist/support her abused daughter( my sister ) residing in Langebaan.

I have arranged accommodation and ensure that I did a personal site visit to ensure I provide them with maximum comfort considering circumstances. The fact that there was no hot water in the heart of winter with the extreme cold weather of last night raised huge concerns. Regrettably, although the matter was reported nothing concrete was done to resolve the problem to ensure customer satisfaction. They were forced to have a cold shower despite the cold weather. The morning of my sister's departure she did not feel to have breakfast as she felt the lack of professionalism and failure on the part of Little Scotia exacerbated her own realities.

Payment was made in full (50% prior arrival) and the remainder was paid before their official departure date. I believe that as customer I deliver but Little Scotia failed on their part to deliver. I therefore raise this issue with grave concern as I believe that a basic commodity such as the readily availability of hot water as part of your offering is non-negotiable. It is implied that it is part and parcel of your offering. Should problems be experienced to this end you should have the necessary resources available to ensure that guests have a pleasant and enjoyable stay regardless of their economic or social background. Another bone of contention is that the items such as sugar, coffee, milk were not issued for two people. In fact after consumption it was not filled up to the expected levels.

It is against this background that I urge that the accommodation of one night being fully refunded for the inconvenience suffered by my mother and sister.

I am looking forward to hear from you as I would consider other remedies to resolve this matter. As already cited Little Scotia administration did not do anything once the issue was reported which speak to perhaps an underlined or subtle issue of discrimination.

Regards

Ebrahim Brooks