Bad Service For Locals?

LET me start by saying that this is a letter about the most terrible service my wife and I have ever received from any business in Namibia, anywhere, for that matter.

My wife phoned a certain lodge in Swakopmund and asked to reserve a room for the weekend of January 20 to 22 2006. She specifically asked for a room on the ground floor (for the safety of our baby) and with a double bed, and if there would be enough space for our 18-month-old baby as well.The lady said that they didn’t have double beds except in their family room.My wife asked how much it would be and was told an amount.The woman then said we didn’t have to pay extra for our baby as she was under the paying age.She also offered us the room at the normal double-room rate.My wife accepted and sent her a fax to make a booking for us, not specifically stating the family room or the ground floor situation.This, with hindsight, was a mistake.She also deposited the total amount for the accommodation and faxed the deposit slip.We then arrived at the lodge between 13h00 and 14h00 on Friday, January 20 and my wife went to reception to book us in.She was then taken to a room on the first floor, which had two single beds.My wife then said that we did not reserve this room, but one on the ground floor with a double bed.She then showed us a room on the ground floor, but again it was not what we had asked for.The lady then said that she would phone the manageress on duty and was then told that she was out of town, but would be there shortly.We then waited.When the lady arrived she came walking towards us and when she reached us, her first words were: “I believe there is a problem”.No introduction or greeting at all.My wife then explained the whole story to her.The lady then said that there was no booking for us in a family room, nor did they have any available and that she had just given one of these rooms to another family, who was “prepared to pay it”.She then merely turned around and walked to reception.When we reached reception I immediately told her that the statement she had just made was not called for as we were also “prepared to pay” but we were given a price and that we had already deposited the amount that was agreed upon.At this point I did raise my voice, but was not rude at all.She then told me that I “should not take an attitude with her”.I then told her that I didn’t need her attitude.She took a room key, waved it at me and said, “I put it to you.Take it or leave it.”She said this three times.At this point I was totally appalled at the treatment we were receiving and asked my wife what she wanted to do as I definitely did not want to stay there anymore.I then left the office.She and my wife carried on talking and at one point the lady pulled out the fax confirming our reservation and said that this piece of paper didn’t mean anything to her.We then decided to leave and she did a credit-card reversal.I’d like to further say that had this lady been friendly and helpful and tried to resolve the situation amicably, we would have stayed but her totally unprofessional manner was unacceptable.We furthermore got the feeling that locals were not really welcome.Could it be a case of “we don’t need the locals as we have enough tourists”? I’d further like to say that we are in the process of distributing, free of charge, a Namibian Service Guide, booklet in the accommodation, restaurant and related services sector.I urge anyone who would like to fax or e-mail me about similar situations or if service was received of a high standard, to (061) 248 756 or e-mail hanricc@iway.na Willi de Jager WindhoekShe specifically asked for a room on the ground floor (for the safety of our baby) and with a double bed, and if there would be enough space for our 18-month-old baby as well.The lady said that they didn’t have double beds except in their family room.My wife asked how much it would be and was told an amount.The woman then said we didn’t have to pay extra for our baby as she was under the paying age.She also offered us the room at the normal double-room rate.My wife accepted and sent her a fax to make a booking for us, not specifically stating the family room or the ground floor situation.This, with hindsight, was a mistake.She also deposited the total amount for the accommodation and faxed the deposit slip.We then arrived at the lodge between 13h00 and 14h00 on Friday, January 20 and my wife went to reception to book us in.She was then taken to a room on the first floor, which had two single beds.My wife then said that we did not reserve this room, but one on the ground floor with a double bed.She then showed us a room on the ground floor, but again it was not what we had asked for.The lady then said that she would phone the manageress on duty and was then told that she was out of town, but would be there shortly.We then waited.When the lady arrived she came walking towards us and when she reached us, her first words were: “I believe there is a problem”.No introduction or greeting at all.My wife then explained the whole story to her.The lady then said that there was no booking for us in a family room, nor did they have any available and that she had just given one of these rooms to another family, who was “prepared to pay it”.She then merely turned around and walked to reception.When we reached reception I immediately told her that the statement she had just made was not called for as we were also “prepared to pay” but we were given a price and that we had already deposited the amount that was agreed upon.At this point I did raise my voice, but was not rude at all.She then told me that I “should not take an attitude with her”.I then told her that I didn’t need her attitude.She took a room key, waved it at me and said, “I put it to you.Take it or leave it.”She said this three times.At this point I was totally appalled at the treatment we were receiving and asked my wife what she wanted to do as I definitely did not want to stay there anymore.I then left the office.She and my wife carried on talking and at one point the lady pulled out the fax confirming our reservation and said that this piece of paper didn’t mean anything to her.We then decided to leave and she did a credit-card reversal.I’d like to further say that had this lady been friendly and helpful and tried to resolve the situation amicably, we would have stayed but her totally unprofessional manner was unacceptable.We furthermore got the feeling that locals were not really welcome.Could it be a case of “we don’t need the locals as we have enough tourists”? I’d further like to say that we are in the process of distributing, free of charge, a Namibian Service Guide, booklet in the accommodation, restaurant and related services sector.I urge anyone who would like to fax or e-mail me about similar situations or if service was received of a high standard, to (061) 248 756 or e-mail hanricc@iway.na Willi de Jager Windhoek