We've stayed here several times & we come back because we've felt welcome. Accolades to Thandi who handled the booking issue when Hotels.com did not pass the message to the hotel with respect. Malevolent, lack of people skills, demeaning & attitudinal was LUCKY. He needs to be checked. Example: wife told him that hotels.com was calling from United States & having problem getting through. His response, the phones are working - they do not know how to call South Africa. Wife was talking to me (and I'm in the USA), Thandi jumped in to say, it's a network issue. Finally the USA call came through. Another example, when asked if breakfast was still being served. His answer was; do I look like I work in the kitchen, I do not know ask the kitchen staff. Thanks to the security who jumped in & called the kitchen staff to help my wife - she got her breakfast from a respective lady. Final stroke at check out; Lucky embarrassed my wife by telling her, wait, I must check that your bill is paid in full and you did not take anything from the room, if you leave we don't want to hunt you down when you are far. He did his check & 10 minutes later told my wife you can go now. This one person from check in to check out made the stay horrible.