New Cumberland 501

New Cumberland 501 's response

Good afternoon Louis,

Thank you for taking the time to write a review. I have investigated your complaints raised and would like to bring the following to your attention.

In response to the check-in: I spoke with Cherise, whom checked you in. I am not able to attach the WhatsApp conversation, voicenotes or the call logs, I can send this through to you privately if you require this. Cherise got in touch with you regarding the check-in procedures and advised you that the check-in times (as stated in our correspondence) are on a first-come-first-serve basis and we stress that guests always book in advance as we are not based at the properties and manage many apartments. On 26 May 2023 at 09:06am she advised she can check you in at 19:00pm and explained the first-come-first-serve and that she will be in touch with you and let you know if she can meet you earlier. At 09:07am you responded saying "100%. Lets keep it at 19h00 then." She then went on to advise you on the late check-in fee that will be payable, you did not respond. At 16:25pm as promised she let you know that she was able to check you in earlier and you would then avoid the late check-in fee. She made a plan to move her day around to assist you. She proceeded to call you twice at 16:25pm and again at 17:05pm. You did not respond or answer the calls. Then at 17:07pm she sent a follow up message asking if you will rather be checking in at 19:00pm and to remember that there will be a late check-in fee payable. At 17:10pm you sent her a voice note saying to rather leave the check-in for 19:00 and to please send through the invoice for the late check-in fee and you thanked her for all her efforts. I do not think your review of this is fair bringing the above conversation you had with Cherise to light, I feel Cherise went over and above and kept her word to you.

In response to the tag and parking: I cannot seem to find any correspondence or ticket opened bringing the tag and parking issue to our attention, where we could have resolved this for you and replaced your tag, and had security ask the vehicles blocking your bay to move or even go as far as clamping them to ensure they do not park incorrectly again. I have requested further feedback on this but thus far no one has advised that you made any contact with us to attend to this for you. We won't know unless a guest comes to us with an issue and I do apologise for this inconvenience, please let me know who you spoke to so I can take this matter further.

In response to the security deposit: Yes, you are correct the refund of security deposits can take up to 15 days to be refunded. This is due to various reasons. The main two reasons are banking details required from guests, or guest damages. I have had a look at your outgoing inspection and there was unfortunately guest damages (missing bath mat) that we needed to attend to and investigate further, the investigation has been finalised and the balance of your refund was sent through for payment.

Please do contact me should you have anything further you would like to discuss and I do hope this clears up everything and we do hope that we can welcome you back again.

Kind regards,
Jessica
CTHA Team

New Cumberland 501 's response

Hi Rina. Ons is so bly jul het die verblyf geniet en ons sien sommer baie uit om jul weer te sien. Groete CTHA Span

New Cumberland 501 's response

Good day Cathrine.
We are really glad to hear that you enjoyed your stay. Thank you for pointing the floors out as we will be sure to look into the slippery side of that for sure. That is one thing about laminated wood flooring, they tent to be a bit noisy.
Other than that, glad you enjoyed it and hope to see you again some day soon.
Regards
CTHA Team