Ramaano R - Oct 2018
The place is so good and quiet.
Stephanie V - Sep 2018
The Grace Terraces Guest House's response
First and foremost, I wish to convey my heartfelt apologies for your sad experience once again.
I investigated the matter further.
Regarding the room mix up, the guest staying immediately next door to the room you checked into, mistook yours for theirs, and got in somehow as indeed it was unlocked, and upon discovering this the assistant informs me he offered you another room, which you declined and requested him to organize for the change in linen instead, which was done.
Since you were traveling with a pet, the room was so chosen as to accommodate all accordingly and to create more space the fridge was removed and placed in the kitchen which my assistant also informed me he explained and showed to you.
Our rooms are indeed supposed to have Cremora sticks as well, which we are supplied on a monthly basis. Without you having to ask, it must be there. This I take was an omission on our part that I have since ensured it never happens again.
Regarding the guests that were making noise at 1:00 am, they had checked in during normal hours and were returning from a wedding, and yes they were not sober. Upon check-in we inform and implore our guests to please respect the peace and quiet of our other guests, however, in this sad instance guests returned late and were seemingly under the influence and were thus speaking loudly. Everytime our security confronts them and almost always they become defensive and end up threatening us as well, we end up even calling the police ourselves. We strive to accommodate only guests that are civil and considerate, and once a bad record is created by a guest we don’t welcome them any longer. Which is what we have done with the guests in question.
We offer our sincere apologies, and would happy to make it up to you. Since your stay with us, we have implemented stricter measures, reassigned staff to ensure this never happens again.