Emakhosini Boutique Hotel

The lack of hot water was never sorted out during my Friday to Sunday stay, despite several follow-ups. I got no updates, feedback, or real effort to fix it, and had to take cold showers the whole time. For a paying guest, that’s simply unacceptable. The overall stay was uncomfortable, poorly managed, and not worth the R2,000 I paid for a standard room. I expected working facilities, basic comfort, and professional service, but didn’t get any of them. I wouldn’t recommend this hotel. When I checked in on Friday, I reported the problem and was told maintenance couldn’t come until the next day. I had to take a cold shower while getting ready for my sister’s Thanksgiving service. On Saturday I called reception at 6:00am and was told someone would come by 6:30. When nobody showed, I followed up at 6:45 and was told to wait another 15 minutes. I had a wedding to attend and needed to be ready before my hair and makeup artist arrived at 7:30am, but once again I couldn’t have a proper shower.

The corridors smelled strongly of urine, the toilets looked old and unhygienic, and the curtains were torn. I paid R2000 for two nights in a standard room at the usual rate, but the stay was nowhere near worth that price. There was no hot water, so I couldn't shower properly the whole time. After I reported it, I was moved to another room far from the first one, but that bathroom wasn't properly cleaned either. The shower was faulty, the temperature was hard to control, and the window sill had dirt and what looked like cockroach droppings. Room service dishes weren't collected properly, and I was left feeling as if I should take them back to the kitchen myself. When I spoke to management, they said their policy meant they couldn't refund me. They mentioned a voucher but gave no clear value or terms, and no real compensation. As an elderly guest, I found the beds uncomfortable and the showers and service very unpleasant. I expected clean rooms, working facilities, hot water, and decent customer care for what I paid. I had a deeply uncomfortable, unhygienic stay and wouldn't return.

I've been to events at the hotel twice. The location is perfect, though I can't comment on the rooms. The hospitality really needs to improve.

I paid R2,700 for dinner for three rooms over three nights after calling the hotel to ask how to add it to my Bookings.com reservation, 5898. The team sent me their banking details on WhatsApp. Later, the three men who were meant to stay asked to move to another property, so I cancelled the booking through Bookings.com as reception advised. I contacted the hotel on Monday 06 October 2025 to ask for the dinner payment back, but still haven't received help. Whenever I call, I'm told Mr. Peter Kweyama, the manager, is unavailable, or that I should speak to the accountant. I don't think chasing the accountant is my responsibility as a customer. I'm frustrated by the lack of follow-through and communication. Please reimburse the full R2,700.00 without more delay. I trusted the hotel to handle this professionally, and I expect the matter to be dealt with promptly.