Some of the latest postings on tripadvisor.com
Just came across some of the latest postings on leading travel review site tripadvisor.com.
Source: www.tripadvisor.com
- A London (UK) visitor posted: "An agressive owner, no service, no telephone, and a dirty pool...not a 4*."
- A couple from Kent (UK) writes: " A squalid hotel with horrendous staff and owner."
- Somebody from Drakenberg (SA) says: "A filthy run down and disgusting dump. Do not get fooled by their flashy web site The staff are incredibly rude and treated us like a major inconvenience We are very saddened that tourists to South Africa have to endure this hell hole."
Source: www.tripadvisor.com
Rage against Whale Cottage and owner Chris von Ulmenstein
After posting the video yesterday I recieved several emails from readers having had similar experiences. It seems like all the Whale Cottage hostels are run in the same poor manner. It seems like Chris von Ulmenstein systematically ignores any criticism and disregards legitimate claims from customers.
For some other examples see:
www.whale-cottage.com
www.whalecottage.de
Please post more comments on the sites, I'll publish all similar accounts until we get a straight answer and are rightly compensated.
For some other examples see:
www.whale-cottage.com
www.whalecottage.de
Please post more comments on the sites, I'll publish all similar accounts until we get a straight answer and are rightly compensated.
Not for the weak hearted, this is how it looked
A video of how the room looked when checking in, and after 3 reminders to the manager how the room still looked when we checked out. Weeks of dirt, grime, hair. Not a pretty sight.
A final attempt to communicate in a civil tone, email 9 February 2009
So, contact established, but no apparent willingness to listen to what we have to say. This is the latest email we've sent to Whale Cottage. We still have no response.
From: Viktor
To: winelands@whalecottage.com
Subject: RE: URGENT - 3rd and final reminder
Date: Mon, 9 Feb 2009 14:17:28 +0100
Hello
Me and my brother composed the first email to you together. I work in a restaurant when he works in an office and uses his computer all day long I thought it was best that he took care of this case. Becouse he constantly uses his email. Thats why the mail came from him instead of me.
I can't see any problem with that becouse we're brothers who made the trip together, stayed at your gusthouse together and composed the mail together.
But if thats still a problem we'll be happy to send a power of attorney that will give him the authorization to handle this!
Hälsningar / Greetings
Viktor
To: winelands@whalecottage.com
Subject: RE: URGENT - 3rd and final reminder
Date: Mon, 9 Feb 2009 14:17:28 +0100
Hello
Me and my brother composed the first email to you together. I work in a restaurant when he works in an office and uses his computer all day long I thought it was best that he took care of this case. Becouse he constantly uses his email. Thats why the mail came from him instead of me.
I can't see any problem with that becouse we're brothers who made the trip together, stayed at your gusthouse together and composed the mail together.
But if thats still a problem we'll be happy to send a power of attorney that will give him the authorization to handle this!
Hälsningar / Greetings
Viktor
Are you kidding me?
From: winelands@whalecottage.com
To: Viktor
Subject: Re: URGENT - 3rd and final reminder
Date: Mon, 9 Feb 2009 12:58:56 +0200
To: Viktor
Subject: Re: URGENT - 3rd and final reminder
Date: Mon, 9 Feb 2009 12:58:56 +0200
I will not deal with him. I sent you an e-mail on 30 December, to thank you for your stay and requested feedback from you, being the person who made the booking with us.
Warm whale wishes
Chris
Christiane von Ulmenstein
Owner
WHALE COTTAGE GUEST HOUSE PORTFOLIO
Whale Cottage Camps Bay/Whale Cottage Franschhoek/Whale Cottage Hermanus/Whale Cottage Plettenberg Bay
WELCOME TO A WHALE OF A STAY!
Reservations: tel + 27 21 433-2100
Reservations: fax +27 21 433-2101
info@whalecottage.com
website: www.whalecottage.com
WhaleTales blog: www.whalecottage.com/blog
WIR SPRECHEN DEUTSCH
PROUDLY SOUTH AFRICAN
Owner
WHALE COTTAGE GUEST HOUSE PORTFOLIO
Whale Cottage Camps Bay/Whale Cottage Franschhoek/Whale Cottage Hermanus/Whale Cottage Plettenberg Bay
WELCOME TO A WHALE OF A STAY!
Reservations: tel + 27 21 433-2100
Reservations: fax +27 21 433-2101
info@whalecottage.com
website: www.whalecottage.com
WhaleTales blog: www.whalecottage.com/blog
WIR SPRECHEN DEUTSCH
PROUDLY SOUTH AFRICAN
Breakthrough - we have an answer
Somehow the hint that we might share online our experience made somebody wake up. We got an answer from the owner, and what an answer. They have recieved our emails (wow!), but will talk to me but to my brother who made the booking for our party of 6. Him being tied up during the days he's asking me to handle it.
Hi
I have asked my brother Gustaf to handle this matter on behalf of my family. Please direct all correspondence to him.
Hälsningar / Greetings
Viktor
Subject: RE: URGENT - 3rd and final reminder
Date: Mon, 9 Feb 2009 04:01:52 -0500
From: Gustaf
To: winelands@whalecottage.com
CC: Viktor
Gustaf
I have asked my brother Gustaf to handle this matter on behalf of my family. Please direct all correspondence to him.
Hälsningar / Greetings
Viktor
Subject: RE: URGENT - 3rd and final reminder
Date: Mon, 9 Feb 2009 04:01:52 -0500
From: Gustaf
To: winelands@whalecottage.com
CC: Viktor
My brother – copied in this email – has asked me the handle this matter on behalf of our 3 room party. Feedback and a full description of the events is in my first email sent you Whale Cottage one month ago on 12 January, see below.
Regards
Gustaf
From: Whale Cottage Franschhoek [mailto:winelands@whalecottage.com]
Sent: Sunday, February 08, 2009 9:01 PM
To: Gustaf
Subject: Re: URGENT - 3rd and final reminder
Sent: Sunday, February 08, 2009 9:01 PM
To: Gustaf
Subject: Re: URGENT - 3rd and final reminder
Please ask Viktor to contact me directly. He made the booking and I did write for his feedback, but have not yet received it.
Chris
ChrisChristiane von Ulmenstein
Owner
WHALE COTTAGE GUEST HOUSE PORTFOLIO
Whale Cottage Camps Bay/Whale Cottage Franschhoek/Whale Cottage Hermanus/Whale Cottage Plettenberg Bay
WELCOME TO A WHALE OF A STAY!
Reservations: tel + 27 21 433-2100
Reservations: fax +27 21 433-2101
info@whalecottage.com
website: www.whalecottage.com
WhaleTales blog: www.whalecottage.com/blog
WIR SPRECHEN DEUTSCH
PROUDLY SOUTH AFRICAN
3rd email to Whale Cottage, 8 February 2009
From: Gustaf
Sent: Sunday, February 08, 2009 2:50 PM
Subject: FW: URGENT - 3rd and final reminder
Hello,
It has been another week and half since I sent my reminder email. Trust me I really want to believe that what we experienced was an exception. I want to believe that you will provide the basic customer service and answer to a complaint letter. That said, unless I hear back from you until end of this week ie latest February 14th I see no other way than to take further steps. I will be forced to publish my full story on all available travel review sites, and where possible also upload pictures and video of the whale cottage experience. I would hate to see other travelers suffer the same fate as we did.
Regards
Gustaf
Reminder email 29 January
From: Gustaf
Sent: Thursday, January 29, 2009 9:16 AM
To: 'winelands@whalecottage.com''
Subject: URGENT
Sent: Thursday, January 29, 2009 9:16 AM
To: 'winelands@whalecottage.com''
Subject: URGENT
Hello,
It has been more than one week since I sent his formal complaint, and one month (!) since we had our disappointing experience with Whale Cottage in Franschoek.
I still await your reply,
Regards
Gustaf
Email to Whale Cottage owner Chris von Ulmenstein 12 January 2009
From: Gustaf
Sent: Monday, January 12, 2009 4:32 PM
To: 'winelands@whalecottage.com'
Subject: For the attention of Ms Chris von Ulmenstein
Sent: Monday, January 12, 2009 4:32 PM
To: 'winelands@whalecottage.com'
Subject: For the attention of Ms Chris von Ulmenstein
Dear Madame,
I write to you to express my deep concern about the quality of the service that we experienced during our stay at the Whale Cottage in Franchoek. I addressed these issues with the local manager, as well as left several voice mails on your mobile phone but still have not heard back.
We – a party of 6 people – arrived for our stay Sunday 28 December. We were asked to pay in advance for our 3 rooms, ie without having seen the rooms first. As your establishment is rated 4 stars and as there was a local manager on duty this was acceptable to us.
While the 3 rooms were nicely furbished and in good condition there were serious issues with the cleaning.
- The garden room was barely cleaned: dirty on the floor from weeks of not being cleaned, bathroom not properly wiped down, and toilet not flushed
- The two rooms in the main building had both very dirty floors, and hair and other extremities in the bathroom. The towels in the two rooms had not been changed, and smelled like old sweat.
When asked the manager provided clean towels, and promised to clean up the rooms immediately. We did get the new towels, but only a quick cleaning of the rooms by a cleaner who went around mumbling and cursing that she “cleaned these damn rooms before”. I again asked them to be cleaned again, and the manager promised to have them clean by the time we returned from our dinner later that night. We got back at 23:00 in the evening, the rooms had not been touched.
The morning after I addressed this with the manager again. I showed her again the dirty rooms, but she insisted that they were already cleaned and would not apologize. I asked her how come they are dirty, but the only response was that they had been cleaned.
I then asked that we jointly give you a call to straighten this out, but was told that we could not reach you. Frustrated I gave up trying, documented with both pictures and with a film the condition of the rooms and then checked out.
- The two rooms in the main building had both very dirty floors, and hair and other extremities in the bathroom. The towels in the two rooms had not been changed, and smelled like old sweat.
When asked the manager provided clean towels, and promised to clean up the rooms immediately. We did get the new towels, but only a quick cleaning of the rooms by a cleaner who went around mumbling and cursing that she “cleaned these damn rooms before”. I again asked them to be cleaned again, and the manager promised to have them clean by the time we returned from our dinner later that night. We got back at 23:00 in the evening, the rooms had not been touched.
The morning after I addressed this with the manager again. I showed her again the dirty rooms, but she insisted that they were already cleaned and would not apologize. I asked her how come they are dirty, but the only response was that they had been cleaned.
I then asked that we jointly give you a call to straighten this out, but was told that we could not reach you. Frustrated I gave up trying, documented with both pictures and with a film the condition of the rooms and then checked out.
Staying at guesthouses we don’t expect 5* hotel service, but charming small establishments with personal service. We do expect clean rooms and to be treated as paying customers.
It is very unfortunate that The Whale Cottage in Franchoek does not live up to the good reputation of the Whale Cottage group. I look forward to hearing from you with an explaination on what went wrong and would be happy to share pictures and movies with you if requested.
Kind Regards
Gustaf
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