ANEW Resort Wilderness Garden Route

Fantastic location and great facilities with excellent breakfast options.

NA

Location of hotel is good. Breakfast was nice. Padel courts are a good extra

I am writing to formally express my disappointment with my recent stay at your hotel. Unfortunately, the experience fell far below acceptable standards and did not reflect the level of service advertised. First, the customer service provided by the staff was extremely poor. It was clear that the staff members were undertrained and lacked basic customer service skills. The day I arrived I asked the front desks if there was any chance of an upgrade of my room to a suite, she didn’t look at her PC at all and from her head told me the hotel is booked and all suites are booked. I then asked her to check which days they would become available once again without looking at her PC to give me dates she told me all rooms are booked and it won’t become available the entire I am there. This was not true as my family members were upgraded to rooms during our stay. Requests were handled inefficiently, and concerns were not addressed in a professional or helpful manner. Additionally, the hotel manager overcharged us for breakfast. For breakfast kids under 12 eats free. All my kids are under the age of 12, yet because I have 3 kids he made me a “deal” that only 1 kid would pay. Regardless of how many kids I have any kid under 12 should eat free and no deals can be made. This charge was not clearly explained, nor was it justified, and it left us feeling taken advantage of rather than valued as guests. The physical conditions of the room were also unacceptable. The bed was uncomfortably hard, making it difficult to get proper rest. The room itself was very small and did not meet reasonable expectations for comfort or space. Most concerning of all was the cleanliness of the room. There were ants throughout the room, including on surfaces where personal belongings were placed. This is a serious hygiene issue and completely unacceptable for any hotel. Overall, this stay was extremely disappointing and caused significant inconvenience.

Location perfect and the staff!! Coffee machine in de room and fresh drinking water.

The beds are old, pit in the mattresses, and really hard. The floors were dirty. VERY EXPENSIVE LAUNDRY, two small hotel bags €85,- .. that’s really insane.

The room we have paid was not correct. So we changed 2 rooms before we got what we've booked. Equipment is old but stuff tries to do their best to feel comfortable.