The email was sent well in time to the guest to provide us with the required documents to create the quote, and that never happened. It was explained that without the required information, they would be denied access. The guest only phoned us when they were already at the Mabalingwe gate and after being denied access. For their convenience, we then advised that they send the required information via WhatsApp to expedite their access.
The cleaning company to which cleaning has been outsourced was informed on the same day about the unacceptable conduct of their staff. The management of the cleaning company further informed us that they went to the guest and apologised for the unacceptable conduct of their staff. We also wish to once more apologise for the inconvenience. The cleaning company has made an undertaking that it will not happen again and that necessary disciplinary measures will be taken.