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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?

TRIP ADVISOR - 26 August 2022 - Tania L - - - Very nice but lost its magic - - - "Think a few things could be improved- reception staff always just refer you to the TV for information- I can get that on my cellphone- I want to speak to a person- they seems to ride the wave of - everyone knows-they do not promote what there is to do to first time guests. Shuttle not being there anymore- takes away from the feeling of luxury- communication is lacking- kids meal time different from adults- feels like they think people go there to get away from their kids. Kids activities only posted on the morning- makes planning your day difficult. Lovely place over all- but the banisters around the houses are a risk for little kids as there are no spokes in between. The food was lovely- but I feel they try to be too fancy- go a little more simple and “home cooked” - the managers and bar staff was very friendly- and some of the waiters- but I do feel the staff do not seem so welcoming all the time. Cleaning of the rooms should maybe be scheduled with the guest- as we ran into the cleaning lady every morning in our room after we came back from breakfast- right when we would like to get dressed for the beach/ hiking etc. She did clean very well though. Water was not supplied in the room and we some days had to ask for milk to be replaced for coffee. The toiletries also was not refilled every day. I know this sounds like a bad review- but I assure you it’s not. The place is great, the food is great, the service is great, but I do feel maybe because of change of ownership and covid - some cuts have been made - and it’s not quite the paradise luxury that all our friends that have been there over the years - have told us it would be"

Umngazi Hotel And Spa
Dear Tania. Thank you for your detailed review of your stay with us at Umngazi. We're very pleased that you enjoyed your holiday and make special mention of our friendly staff, lovely food and cleanliness. We do appreciate your constructive feedback as well in our endeavour to always wanting to improve. Our interactive screen is there for guests to browse through at their leisure but it's never to replace personal attention. There is always a manager around who would love to assist and answer any queries you may have. An activities brochure is given to all guests on arrival, and we are in the process of returning information folders into the rooms. Our housekeeping ladies have a number of rooms to get through during the morning to ensure the level of cleanliness we're renowned for and will politely move to another room on your request if you are needing to be in yours. Our kiddie's dining time is at the request of guests so that adults can dine in peace and quiet. Children are however most welcome to join their parents for dinner; we do however request that parents respect the quiet space for adults that an evening of delicious dining offers. Umngazi has not had a change of ownership for almost thirty years and if anything, we have tried to improve on our guest experience and offering, certainly no cuts have been made. We're exceptionally proud of the fact that we maintained our full employee compliment considering the devastating effects imposed on the hospitality industry during lockdowns. Our tap water is potable, and samples are regularly sent for testing. We've never had a negative result. Complimentary bottled water is available at mealtimes as well as in the bar. The shop and bar do sell bottled water should guests prefer not to drink water out of the taps. Umngazi does not offer fine dining, but our chefs offer an extensive variety of tasty home away from home dishes. We receive unanimous feedback, and our previous reviews are testimony, that our valued guests love what our chefs so passionately prepare but we always continue to look at ways to improve and value any feedback from our guests in this regard. Umngazi doesn’t offer a shuttle service from Mthatha or East London airports but put guests in touch with professional shuttle service companies who do this daily. We hope to welcome you back again and wish you friendly Pondo greetings from the Umngazi team.