Fourways Gardens Guest Estate

Fourways Gardens Guest Estate 's response

I'd like to take a moment to address your recent review and provide some context from the perspective of the establishment owner. We truly appreciate your feedback and would like to clarify a few points that were raised in your review.
First and foremost, we want to thank you for choosing to stay with us during such a significant and potentially stressful time in your life, your emigration to England. We understand that this is a major life transition, and our team is committed to making our guests' experiences as comfortable as possible during such moments.
Regarding the request not to have our staff enter your unit due to your two cats, we absolutely respect and support our guests' concerns about the safety and well-being of their pets. It was our pleasure to accommodate this request and ensure your peace of mind.
Additionally, you mentioned that there was no provision for essential services during load shedding in your initial review. We'd like to clarify that we do have backup measures in place for such situations. We provide backup power for Wi-Fi and have emergency lights available in our units, ensuring that our guests can stay connected and safe even during power interruptions.
Our staff is dedicated to ensuring our guests' comfort and well-being, and Mrs. Wade's constant contact and support exemplify this commitment.
Thank you for choosing our establishment, and we hope that your transition to England went smoothly. We look forward to welcoming you back in the future, whether for another stay or to simply catch up with our team.
Warm regards,
Fourways Gardens Guest Estate

Fourways Gardens Guest Estate 's response

Good day, and thank you for your review.
We are sad to hear that the guest felt that they did not have a good experience at Fourways Gardens Guest Estate.
As noted the guests were booked in for one night on 19 November and another night on 22 November.
On arrival, Mrs. Wade explained to the guests that due to the Covid situation, no rooms would be entered by any staff during their stay. These policies are put in place to protect the guests, the management, and staff of our establishment. She also offered the guests the keys to the unit for the entire period from 19 November to check out on 23 November 2020, to make it more convenient for the guests so they could leave some of their belongings in the unit. Which they accepted. The guests are offered a hand spray on arrival but we do not provide any sanitizing liquids for the guests. This is because we are a self-catering establishment and because most guests prefer to use their own products. The unit was cleaned and sanitized by the staff prior to their arrival. If there was any sticky residue, it may have been from the room sanitizing spray. The floor was cleaned by Mrs. Wade the owner, prior to arrival. We were not made aware of a problem with the flushing button on the toilet. We were not made aware that the blind drawstrings were tangled. The shower door and floor were cleaned prior to the arrival of the guests. If there was a sticky residue it may have been from the sanitizing chemicals.
The crockery was cleaned prior to the arrival of the guests. The kettle may have had sanitizer residue on it. The guest did not inform us that the dishwashing liquid was missing nor that there were no dishcloths. We operate on the basis at this moment in time of minimal staff so this may have been an oversight by Mrs. Wade as she was the person that did clean the unit. The TV, table, and couch were sticky due to the sanitizer residue. The curtain hooks on the net curtain were broken and the curtain was taken off the window because the guest did not want us to fix the problem on their arrival. The guests agreed to take the keys and retain them for the entire four nights even though they paid only for two nights. They agreed that they had full control of the unit for that time and that no staff would enter the unit for the entire time. Mrs. Wade would always encourage guests to report to her anything that they are not happy with, then we could resolve the matter instantly.

Fourways Gardens Guest Estate 's response

Thank you for your review. We hope to see you all again here, soon.

Fourways Gardens Guest Estate 's response

We would like to express our gratitude for your kind and lovely remarks.
Thank you once again for staying with us, it is our pleasure to have you back among us in the near future.

Fourways Gardens Guest Estate 's response

We sincerely apologise that the had a bad experience. All our cottages have room deodorisers in them so we are puzzled about the reported musty smell of the unit. The linen is thoroughly washed with commercial soap powders that normally have a fresh smell. We will have our maintenance team examine the unit for any source of damp in the unit.
Unfortunately, we are in the dry season, so after having dusty winds the outside table can collect dust.
We have reviewed the management of the cleaning staff. They will ensure that all bins are empty after each check-out. The staff have apologized and have pledged to ensure that this does not happen again. Both staff members have been with us for 18 and 15 years and we have never had this experience before. Once again I sincerely apologise for this horrible experience.

The strength of the Wi-Fi signal is reliant on a number of factors.W e do have signal boosters in each unit in an attempt to give the guests a stronger signal.

Fourways Gardens Guest Estate 's response

We are sorry that that the guest lodge did meet the expectations of the guest.
We thank the guest for pointing out that there was an anchor point on the shade cloth that had come loose, we will get our maintenance team to refasten it immediately.
We have checked the hot water geyser and the solar panel that feeds the system, and found them to be in working order. So we are not sure why the water was no hot on the day that the guests stayed in the unit.
We have checked the chandeliers and found that someone had shifted the arms of the chandelier to one side, making the chandelier out of balance. We have re-balanced the chandelier.
The walls of each unit are double layer brick, right up to the apex of the roof and sound proofed. We regret that the neighbours were making a noise. This was not communicated to us at the time.
The guest in his pyjamas and dressing gown, had just got out of bed to make coffee in the kitchen and tried to assist the customer long before the office was open. I think he was just trying to help.

Fourways Gardens Guest Estate 's response

Thank you very much for your kind remarks.
We wish you both all the best, and we hope to see you again in the near future.

Fourways Gardens Guest Estate 's response

We are pleased that you enjoyed your stay. We look forward to seeing you again soon.

Fourways Gardens Guest Estate 's response

Thank you. We are pleased that you had an enjoyable stay. We look forward to seeing you soon.

Fourways Gardens Guest Estate 's response

Thank for your kind words. We trust that the conference went smoothly. Hope to see you again soon.

Fourways Gardens Guest Estate 's response

Thank you for your kind words and the excellent review you have given us. We really appreciate your positive input. Hope to see you again soon.