The Edwardian

We booked directly with The Edwardian Hotel, and Antoinette helped with the reservation. Our family stayed from 16-19 December 2025, with two three-bedroom units, one two-bedroom unit and two one-bedroom units. We travelled from Durban to Port Edward and arrived a little early. We knew the rooms might not be ready, but politely asked if we could leave our bags in one so we could go to the beach while waiting. Instead of a simple explanation, Antoinette at reception shouted at my sister, banged tables and chairs, raised her voice and acted aggressively. She told us “we will not get along,” which was upsetting and very unprofessional. There was also a man in the office wearing blue overalls. I didn’t get his name. When we asked about the water, he said that if we were complaining, we should get our own plumber. That response was shocking and unacceptable from hotel staff. We were told the water to the rooms would be cut off to save water, and that we’d need buckets to flush the toilets. This hadn’t been communicated before we arrived. Going without running water during a fully paid stay in peak December was extremely uncomfortable, and at night the smell became unbearable. We tried to cancel or move to another hotel, possibly in Umhlanga, but Antoinette said it wasn’t her problem. Head office told us refunds would take seven days. With hotels full for the holiday season, we couldn’t find somewhere else without an immediate refund and had no choice but to stay. There was an unpleasant smell from reception through to the rooms. The staircases looked neglected, almost like part of an abandoned building, and the whole place felt dark and poorly maintained. I was too stressed by what was happening and how we were treated to take pictures. The cleaning ladies were friendly and respectful, and the kitchen staff and team were excellent. They made wonderful breakfasts every morning, and were the only positive part of our stay. This was supposed to be a relaxing family holiday, but poor service, unprofessional behaviour and the responses to serious concerns made it extremely stressful. I hope management deals with these problems urgently so future guests are treated with dignity and respect.

The water was shut off while pipes were being repaired, so we couldn’t use the toilets or shower normally. I had to keep water in my cooler box for flushing and emergencies, and getting my two girls up to bathe in the morning became a battle. We couldn’t sleep in on Sunday either. From about 6am until 10 or maybe later, there was noise from the church in the breakfast area. There was no WiFi, lots of ants, and sand on the floors, which didn’t seem to be cleaned. We couldn’t walk around barefoot. Complaining didn’t help, as they seemed to have an answer for everything because they’d heard the same complaints before. I expected a hotel, but this felt more like a lodge. The breakfast wasn’t what I expected, and much of what was advertised wasn’t what we got. Our family vacation turned into a nightmare. With peak demand and nothing else available nearby, we had no choice but to stay.

The rooms’ landlines didn’t work, so I had to use my own airtime to call reception. There’s no lift, and walking up the stairs was horrible and not user friendly. The receptionist had to help carry luggage and with other things, especially after 5. The air conditioner wasn’t working either, and I ended up changing my booking to Wild coast casino because I just wasn’t happy.

The hotel rooms themselves, not the privately owned villas, were clean and nicely set up, with comfortable beds and pillows. The staff were so helpful, and there was fruit waiting in the room when we arrived. It’s not the fanciest place, but they really do make an effort. What more could you ask for?