RA
Rozelle A
1 reviews | Active since Oct 2021
06 Oct 2021, 16:28
Unfair treatment
The weekend before our stay, I was hospitalized with respiratory problems during my pregnancy. I had to stay in the hospital for the whole week. Even though we sent the hospital confirmation this accommodation refused to change our dates or refund us. This is against the Ombudsman ruling on travel that say you should give a credit to the member. We were very happy to change our dates and not insist on a refund but they declined our request for a credit or a refund. This is not fair treatment and you should be aware that if you have a real life threatening emergency, the owners will not care and still take your money.
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Replies (4)0
Replies (4)
AfriCamps Boutique Glamping's replyOfficial
08 Oct 2021, 15:14Hi Rozelle, we are sorry to hear that you were hospitalised. We have investigated this matter thoroughly. As your booking was made via an agency, we are unsure when you had requested for it to be cancelled. Unfortunately, we were only informed of this the day before check-in (3 days after you were hospitalised). According to the hospital confirmation received, you were already released from the hospital by then. As per our terms and conditions and cancellation policy which you agreed to when booking with us, no refund is awarded for cancellations made less than 30 days prior to the arrival date. If we had been informed of your cancellation a few days earlier, we could have had more time to potentially fill your spot in which case we would have been happy to refund you. We trust you understand the situation and wish you a healthy and speedy recovery.
AfriCamps Boutique Glamping's reply08 Oct 2021, 15:14
Official
Hi Rozelle, we are sorry to hear that you were hospitalised. We have investigated this matter thoroughly. As your booking was made via an agency, we are unsure when you had requested for it to be cancelled. Unfortunately, we were only informed of this the day before check-in (3 days after you were hospitalised). According to the hospital confirmation received, you were already released from the hospital by then. As per our terms and conditions and cancellation policy which you agreed to when booking with us, no refund is awarded for cancellations made less than 30 days prior to the arrival date. If we had been informed of your cancellation a few days earlier, we could have had more time to potentially fill your spot in which case we would have been happy to refund you. We trust you understand the situation and wish you a healthy and speedy recovery.
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Rozelle A's updateReviewer Update
11 Oct 2021, 09:18Your a bunch of ******* yes. The above is lies and a typical response i expected. I will attach my release form that the travel agency sent to you the Monday morning 20 September 2021. I was released the Thursday 23rd after my booking. My booking was the Tuesday 21st. I was hospitalized the 18th and we informed you the morning. Nowhere in your cancellation policy does it say anything about when hospitalized you do not get a refund or get another date. Please don't insult my intelligence. We also did not even ask a refund we only asked a new date. I am busy with the Ombudsman and CGSO who will be in contact with you soon.
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Rozelle A's update11 Oct 2021, 09:18
Reviewer Update
Your a bunch of ******* yes. The above is lies and a typical response i expected. I will attach my release form that the travel agency sent to you the Monday morning 20 September 2021. I was released the Thursday 23rd after my booking. My booking was the Tuesday 21st. I was hospitalized the 18th and we informed you the morning. Nowhere in your cancellation policy does it say anything about when hospitalized you do not get a refund or get another date. Please don't insult my intelligence. We also did not even ask a refund we only asked a new date. I am busy with the Ombudsman and CGSO who will be in contact with you soon.
AfriCamps Boutique Glamping's replyOfficial
11 Oct 2021, 10:10Hi Rozelle, unfortunately, this is not the information we received from your agent. According to the information provided to us, you had already been released prior to your check-in date. Please send the release form you are referring to at *** and we will happily review this matter.
AfriCamps Boutique Glamping's reply11 Oct 2021, 10:10
Official
Hi Rozelle, unfortunately, this is not the information we received from your agent. According to the information provided to us, you had already been released prior to your check-in date. Please send the release form you are referring to at *** and we will happily review this matter.
RA
Rozelle A's updateReviewer Update
11 Oct 2021, 10:38Thank you for your reply. The admission form, the release form as well as the release emails has been sent to *** at 10:34 am just now. I hope we get a reply soon, as the last correspondence from you to us was the 20th September 2021, the day before my booking as per the emails sent just now. I repeat, we do not want a refund, we just want new dates.
RA
Rozelle A's update11 Oct 2021, 10:38
Reviewer Update
Thank you for your reply. The admission form, the release form as well as the release emails has been sent to *** at 10:34 am just now. I hope we get a reply soon, as the last correspondence from you to us was the 20th September 2021, the day before my booking as per the emails sent just now. I repeat, we do not want a refund, we just want new dates.