Quantum Spa Sweet Service and Buchanan Execu Travel Sour Service Award


The Sweet Service Award goes to Quantum Spa in the Radisson Blu Hotel, for their invitation to try out their wellness centre.  Tiana did a relaxing facial, while Tersia told me about their unique Bio-Energetic Health Centre, with equipment only this spa offers, to evaluate the status of one’s body in terms of its balance, and offering crystal light and magnetic field therapy, combined with hypno-therapy, and holistic healing.

The Sour Service Award goes to Garth James, owner of Buchanan Execu Travel, who made a booking for his Thompsons’ client Benoit Benalouche on 19 December, but did not pay for the accommodation within the 30 days prior to arrival, our booking condition.  We followed up twice by e-mail, but did not receive a reply, and therefore called Mr James.  He was flippant in answering the phone, mistaking me for someone else, and then stated that the booking had been cancelled.  I told him that he was unprofessional in not sending us the cancellation notification, and ended the call.  He called back three times, with only two words: “F… you”.  A few days later he called twice at 6h00 (the phone is on in case of a guest house emergency 24 hours a day), which he followed up with a number of threatening e-mails, including this one: I will be in cape town this weekend and I will be coming to your hotel to personally tell you my thoughts. So make sure as many guests are around as possible as I am Very LOUD !”

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com.   Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.

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4 replies on “Quantum Spa Sweet Service and Buchanan Execu Travel Sour Service Award”

  1. Chris would you like to borrow a ferocious pack of dogs that will teach Mr. Garth James a lesson. We’re just around the corner so give us a whistle. Oh Drat, he says “hotel” poor man must be terribly deluded. Which One of your properties does he plan to annoy the neighbours at?
    Seriously though, why anybody in this day and age has the need for human (or in the case of Mr. James, inhuman) travel agents is beyond me.
    The internet has sent the traditional travel agent the way of the Dodo.
    If it was a Thompsons client he booked, then a complaint to Thompsons would be in order.
    What a Prat.

  2. I did speak to Thompsons Pieter, and they were horrified that an internal form between wholesaler and retailer should have been sent to us, and to hear about his rude and unprofessional behaviour. They have blacklisted him.


  3. I agree Garth – I am surprised, because the Sour Service was about your company.


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