Dear Management, I am writing to express my deep dissatisfaction with our recent stay at the Antrim Collection, which was intended to be a special couples’ getaway. Unfortunately, our experience was far from what we had anticipated, and I feel compelled to bring several serious issues to your attention. Firstly, when my husband booked our stay, he was asked if we had a voucher. After he confirmed that we did, he was told there was no availability. However, just five minutes later, I called and was informed that there was space available. I then booked a double room and specifically mentioned to the booking agent that it was our anniversary. Despite this, our arrival was anything but welcoming. We were made to wait over 10 minutes in the dining room while staff, conversing in Xhosa, struggled to determine which room was ours. When we finally reached our room, we were disappointed to find two single beds instead of a king-sized bed. After a lengthy conversation with a staff member named Anita, the beds were reluctantly converted into a king size. Unfortunately, this was just the beginning of our troubles. We proceeded to the spa for our treatment, scheduled for 15:00. Upon arrival, we were not greeted properly; instead, we were immediately asked for proof of our voucher. We did not receive the welcome drink that was indicated on the voucher, and we were left waiting in a loud hallway until 15:15 when we were finally called into the treatment room. The treatment began around 15:25 and, to our dismay, ended at 16:05, well short of the 60-minute session we had paid for. Additionally, the treatment was poorly executed—our arms were not massaged at all, and minimal attention was given to our backs, legs, and necks. When we returned to Antrim Villa to prepare for dinner, we discovered there was no power. The supervisor on duty, Luther, was completely unprepared to handle the situation and responded rudely and unprofessionally when we approached him. To make matters worse, when we requested wine glasses, we were given dirty, dusty ones that we had to clean ourselves. Unable to shower or properly prepare due to the power outage, we left for dinner. At the Antrim Eatery, we were disappointed to be offered only two table options: one directly in the doorway and the other in a corner next to the cutlery and crockery. This was particularly frustrating given that we had informed the staff that it was our anniversary and had hoped for a more suitable setting. To add to our frustration, the steak served was tough and undercooked, despite our request for it to be medium-well. It had to be sent back to the kitchen to be cooked properly. Upon returning to our accommodation, we found that although power had been restored, the air conditioning was not functioning, leaving us to endure the cold and rain outside. Additionally, the warm water tap at the basin was not working, and the shower drain was blocked, causing water to pool at our feet while showering. Furthermore, guests were using our stoop as a smoking area, which was particularly bothersome as both my husband and I are non-smokers. We eventually had to move the ashtray to discourage others from smoking there. The noise from the room above us was also unbearable, with loud footsteps and what sounded like a rubber ball being bounced on the floor for an extended period. When we asked the night manager to address this issue, he refused and closed the door in my face. On Sunday morning, when we raised these concerns with the manager—who did not even introduce himself—we were met with nothing but excuses for the poor behavior of the staff. This response was wholly inadequate, and we are left feeling cheated and deeply saddened that our milestone anniversary was marred by such a disappointing experience. Given the numerous issues we encountered during our stay, I am formally requesting a refund, as we did not receive the quality of service or experience that we paid for in any way. Thank you for your attention to this matter. I look forward to your prompt response. Sincerely, Mrs. van Aarde