艾琳鄉村旅館-傲途格精選飯店

Farm hotel, very helpful experience

It was a very safe and comfortable hotel. Will totally recommend for family and friends.

Property is very nice, we used as an airport stayover to get some outdoor experience and as a change to our usual Melrose arch hotel. Due to my wife being Titanium we were upgraded to a forest loft which was very spacious and much appreciated. Unfortunately too many issues occurred during our stay which should not have happened with no accountability from front office manager. 1) My wife received a $25 Marriott voucher in celebration of her birthday. Upon check in we asked for the voucher to be applied. The person behind reception stated they had no experience of applying such vouchers and to speak to manager in the morning. The next morning we approached reception and asked for the voucher to be applied. The person took a minimal glance at the email voucher and called the front office manager. After a brief chat the call ended with the person stating the voucher is selected hotels only. We then showed the terms and conditions that stated accepted in ALL Autograph hotels. Back on the phone to the manager and call ended with sorry we do not have the capability to deal with such vouchers. At this point we demanded to speak direct to the manager and amazingly the person she was calling was sat no more than 20 feet away on the opposite side of reception. The front office manager after far too much arguing agreed to contact someone for authorisation, this was 9:30 am and we weren’t checking out until 3:30 pm so ample time we thought. We checked back later that morning and spoke to the same manager who said they were still waiting for authorisation but will arrive. We checked out at 3:15pm and upon entering reception the front office manager got up from her seat and walked out of sight behind reception. The receptionist then stated again the voucher could not be used with no mention of the manager acquiring the authorisation. We asked to speak to the manager who was clearly hiding out of the way and we were told she was in a meeting. Funny that. The receptionist did eventually apply a $25 credit after speaking on the phone for 5 minutes with accounts department. But I truly feel for the front office staff who have a manager who hides from customers and leaves them to clear up her mess. Absolutely pathetic! 2) we requested a late check out agreed at 3:30pm and it was actually set at 3:30am meaning we were locked out after breakfast 3) despite choosing free breakfast as perk for being titanium we were presented with an invoice at breakfast. When stating the breakfast was free the waitress went away and came back with the same invoice and said just sign it anyway. We crossed out the 690 rand with zero and signed but how ridiculous 4) the main pool is out of action due to refurbishment but no mention on their website so be warned. We will not stay again.

We booked Irene Country Lodge for a small. While the planning stage with Tanya was handled very professionally, unfortunately the execution did not meet expectations. A confirmed accommodation booking was not reflected on arrival, causing delays. A pre-booked airport transfer failed to arrive at the scheduled time, leaving a guest stranded. Dietary requirements confirmed in advance were not provided. At the restaurant, a meal was served with mushrooms despite the guest clearly requesting none. Instead of preparing a new dish, the mushrooms were simply removed — which is not acceptable service. Individually, these could be dismissed as small issues. Taken together, they reflected a lack of coordination across departments and left a poor impression on senior executives. We appreciated the professionalism of Tanya, but the overall delivery did not reflect the standards expected of a venue of this stature.