Parker Cottage

Had an unpleasant experience with a staff member at this hotel. Girlfriend and I had made a booking online (intentionally booking using through their website rather than a third-party website like Expedia) and payment went through, but when we turned up in person it appeared their online booking system did not reserve a room for us on the date we required. Everything was quite amicable initially between us and the staff member and she assured us we would be refunded (which we ultimately were). However, after a couple of minutes of her double-checking there was no booking and me looking for alternative options, the staff member all of a sudden started berating us and asking why we were being so nasty and had we ever booked a hotel in our lives. We were a bit shocked at this escalation and tried to calm things down, but to no avail. We ended up shuffling out the door after about five minutes due to how unpleasant the situation had become. I don't think I've ever had such an unpleasant customer service experience at a hotel in my life. Trying to end on a positive here, it seemed like a nice enough hotel in a good location.

When my partner and I arrived at Parker Cottage on the evening of our booking, we were greeted by the owner, Pamela Nayler. After checking the chalkboard in the hallway, she informed us that there was no booking under our name. She then recalled that they had received a payment the previous week, but that it was not associated with a specific booking. Disappointed but immediately understanding of the situation, my partner started looking around for alternative accommodation on his phone while I made what I thought was friendly small talk with Ms. Nayler. I explained that we made the booking through the Parker Cottage website rather than Expedia (to support local business); that we followed the steps, filled out all the necessary fields, were directed to a payment gate, and received a payment confirmation on screen and via email. I spoke and acted in a completely calm, friendly and conversational manner, merely speculating along with Ms. Nayler about what could have gone wrong. At no point did I raise my voice, make accusations, or act even remotely hostile. Ms. Nayler assured me that they would refund the money, but at this point her demeanour changed completely. She told me that I was incredibly "nasty" and started repeatedly sniping at me to "Calm down!" I was so shocked at her sudden change in attitude that I think I just stared at her dumbfounded for a few seconds. She then started pacing, moving into the hallway and coming back out, each time repeating what a nasty person I was. At this point I asked her what I had said or done that had come across as nasty - careful to remain calm and not take the bait. She didn't answer the question but kept repeating that I was "just...nasty" and that she had never met such a nasty person in her life. She then lectured me that nothing like this had ever happened before and that their system was infallible (the chalkboard in the hallway, one presumes). She even tilted her head at one point and put on a sarcastic voice, asking if I had never booked a hotel before and telling me that a payment confirmation is not the same as a booking confirmation. I took this badgering in complete silence, as at this point I realized that I was not dealing with someone who was to be reasoned with. Neither my partner nor I are the type to get into shouting matches. When Ms. Nayler was done belittling me, she told me to write down my banking details for the refund. That done, my partner and I shuffled our way off the property, humiliated and silent so as not to enrage Ms. Nayler again. On our way out she seemed to start to regret her behaviour, as she turned friendlier again and handed me her card (!), offering to cover any extra costs if our accommodation ended up being more expensive. Too little too late. In conclusion, I am sure Parker Cottage is a lovely place. The location is top notch. But I have never been bullied in such a belligerent manner, and by a service provider no less, over what was an honest mistake. We laugh about it in hindsight, but at the time it was an awful experience and a disappointing end to an otherwise lovely stay in Cape Town. Truly disgusting behaviour.