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Apologies for the late response, but I have been busy and only found the time to do this now. I decided to book a family get away at the palace for my 40th birthday, as I wanted it to be a memorable experience for this milestone occasion. It was indeed memorable but for being a very disappointing stay, one where I felt I did not experience a 5 star luxury stay and value for money. We checked in on 2nd march 2019 a family of 4 for a 2 night stay, your receptionist allocated us to a room with a king bed and 1 single bed. We expected the 3rd bed to be the sleeper couch as that is what we were told was included in a family room, nevertheless we queried this on our way out to the entertainment arena and dinner, and was assured that the room attendants will do the beds for the kids in the evening and everything will be setup when we get back. We left to dinner and when we got back to the room there were only chocs on the beds but no bed to accommodate the 4th child. I immediately went to reception and chatted to the manager on duty, who sent her staff up to the room. How inconvenient at that part of the night room service trying to arrange an extra bed and move it into the room! The bed setup was only done at 9pm, the bed it self was such an uncomfortable arrangement with no headboard, I had to worry about my toddler bumping his head on the wall or falling in between as the beds did not even fit together or against the wall even to hold a pillow up for some cushioning! The manager on duty called to check if we were sorted and then said that since it is my 40th and she was sorry for they inconvenience that she would upgrade us to a suite the next day but only after breakfast. We also complained to the manager of the state of the room, it definitely lacked maintenance with your so called luxury bathroom being so disgusting one would have expected it from a 3 star hotel. The carpet in the room as well looked like it hadn't been cleaned for years. We did not have a good night sleep at all. The next morning left us being so unsettled, we found ourselves just waiting which was so frustrating as we had planned to make an early start at the valley of waves. We were so delayed into moving into the suite and we only moved into the new room just after 12 and then had to rush to get ready for the valley of waves only getting there at 1:30 pm. We also ticked the option to have our car washed for r50 and when we were ready to leave this was not done. I appreciate that the manager upgraded us into suite as a compensation for the inconvenience, but it did not make up for the overall disappointing stay. The first night was a real disappointment without proper sleeping arrangements, and we could not proceed to enjoy our holiday as planned because of the inconvenience. Day 2 of our holiday was affected as well. We even had to carry our own bags to move to the suite because no one was around and we could not afford to wait any longer. The room also lacked a directory of ext/numbers for hotel contacts. The supervisor had to write this down, when they were sorting out the beds. I feel that the only resolution to this would either be a refund or a return stay where everything goes right from the beginning.
