The best thing about the tour was our tour guides in Johannesburg and Cape Town. They were Fawaaz Domingo and Nthato...
Hello Carol,
Thank you for taking the time to share your feedback. We’re truly pleased to hear that you had a memorable experience with our exceptional tour guides, Fawaaz Domingo and Nthato Mitsubishi. Their professionalism and dedication continue to leave a lasting impression on our guests.
Regarding your stay at Garden Court Victoria Junction in Cape Town, we would like to provide some important context. This hotel is a Tripadvisor Travellers’ Choice Award winner for 2023, 2024, and 2025, honored three years in a row for consistently ranking among the top 10% of properties on TripAdvisor. It maintains a strong reputation with consistent 5-star reviews from travelers, including 8 five-star ratings and 2 four-star ratings among its last 10 reviews, even as of today. That said, we fully understand that experiences can vary, and we take every concern seriously.
As soon as your concerns about the hotel were raised, our team offered a hotel change and simply requested a short written note documenting the issue, so we could formally escalate it. You indicated via instant chat that you had submitted a review, but unfortunately, it never became visible. When we asked for a screenshot or confirmation of the posted review, none was provided. Nevertheless, our team remained on standby for two full days, ready to assist further.
Additionally, the General Manager of Garden Court Victoria Junction met with you personally, apologized, arranged a room change, and offered a complimentary gift as a goodwill gesture. However, at no point was it communicated to him—or to us—that you still wished to change hotel.
We were also surprised by the question posed on the final day: “Why do I have to write a review to get a hotel changed?”—especially since multiple solutions, including a hotel switch, had already been made available.
We do understand and as you said, the entire trip was curated with care and attention—from first-class guides, well-maintained vehicles, and thoughtfully selected accommodations. We’re glad much of your journey went smoothly and was delivered to a high standard. We hate to receive anything less than a 5-star review, and while we are proud of the overall quality of the tour as our priority has always been your comfort and satisfaction, and we regret that despite genuine efforts, this last part of hotel experience did not meet your expectations.
Your feedback is important to us and will continue to guide how we serve our guests moving forward.
Regards
Erica Davies
Customer Relation Manager
Wonderful Holidays UK
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