Leaves Lodge & Spa, Nelspruit

WHAT IS DEFINED AS A 5 STAR FACILITY ACCORDING TOURISM GRADING COUNCIL OF SA: Exceptional quality, luxury accommodation (matching best international standards) highest standards of furnishings, flawless service and meticulous guest care. We went to Nelspruit for work and decided to stay at Leaves Lodge and Spa because of its spa-treatments. A day before our trip we called to confirm our booking and asked to have the spa-facilities available (seeing that on their web-site it is clear that a 10% extra charge will be applicable during weekends and holidays - prior to special arrangement). So we've arranged with Tanya, the friendly receptionist that we could receive our spa treatments upon arrival. Upon arrival we were received by a family member who could not assist us with any of our special arrangements. Please note that this is a 5 star facility. NO special 5 star treatment were received - not even somebody to help us with our luggage? The rooms were standard and the carpets dirty, the towels was off white and thin, the bedding was not crisp white and clean. There was LEAVES everywhere even in the rooms. Literally - and not the painted type either. It was clear that cleanliness was not on the list of priority. After two hours and no communication, we decided to call the owner to notify him of our bad experience. From the get-go Thys was hostile, ignorant and very rude. He told us in his exact words "This is not a 5 star hotel and you're obviously at the wrong place. I'll give you your money back, just leave. We spoke to his wife and clearly hear him say: "Tel them I'll give them their money they must just f-off!". So we took our stuff and thank God we found accommodation at 19:00 at night! We tore our reservation form from the book at reception and wrote down our bank details in order for Thys to refund our money. So we left. The next day we had to call him about our refund. He was extremely hostile and rude - we recorded his conversation fully. It is so offensive - he attacked us personally and refused to pay the refund as promised. We went to the bank to try and reverse the almost R6 000! But no luck. This was the worst experience we've ever had with any establishment - let alone a 5 star establishment in our life. Needless to say we are appalled, shocked and will never ever recommend Leaves Luxury Lodge in Nelspruit to anyone. We question the basis on which his 5 stars was awarded in the first place. We will certainly report this incident to all extent. And then we wonder why our country is in such a state?