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External Review's Review of Umngazi Hotel And Spa

Back to Umngazi Hotel And Spa
1 How would you rate your overall experience?

GOOGLE - Marthinus Bosman - 17 Oct 2021 - - - Fails to fully deliver on a "premium" experience. Looks nice on pictures but a lot of things don't go well in practice. Booked 2 spa packages and the baths filled up with brown gunk. Told staff about it, but next time it happened again. Staff (Aphiwe) lied and said it's normal, until management came and apologized, but still charged us fully for everything, so mainly just an empty apology. Overall, bad staff training is likely what's letting Umngazi down. You feel like you're a hassle to any waiter, and any questions you have are met with "uhhh". I'd recommend Swell Eco Lodge for anyone not in need of nanny services." (https://tinyurl.com/yvree5jd).

Umngazi Hotel And Spa
Dear Marthinus. We're very sorry that we didn't fully deliver on your expectations. Our spa bath uses a rooibos bath salt product that provides an intended earthy colour for full relaxation and cleansing. The hotel water purification plant provides clean tap water used throughout the hotel, including the spa. Our friendly spa receptionist was in fact correct in informing you that this was normal. We however do appreciate that this was not the experience you expected, so we did not charge you for the spa bath portion of your treatment and our managers immediately credited your account on the day. Umngazi prides itself on our friendly home away of home experience and our previous reviews are testimony to the fact that our staff love serving our guests with smiles on their faces. We are most disappointed that this appeared not to be the case with your stay. We value your feedback so that we can deal with it and make corrections where needed. Umngazi employs from our local community and the respect and appreciation of this is very evident in the culture and service here. Due to this we have an exceptionally low staff turnover and regular training is carried out to enhance and sharpen our levels of service. We hope to welcome you back to improve on your experience. Warm Pondo greetings from our friendly team.