Rude, unfair service

Recently used this company to book a 2 night, midweek, mid January accommodation in Ponta Do Ouro at Mar e Sol complex unit nr 11 and have regretted it ever since!!!

They conveniently do not show on their website that these units have the steepest stairs and very slippery wooden pathways to get into them, so after arriving there with my elderly parents ages 76 and 68 we realised we could not make use of this unit as my parents would not make it up and down those stairs. I called requesting to be put in another unit and was told they were full (mid January) ,so I had no other choice but to find alternative accommodation and pay for the second time elsewhere.

My numerous emails were ignored and eventually when I contacted them on the phone I was rudely told that its my own fault for not informing them I was travelling with elderly people, but surely you should be more clear and transparent on your webpage and include photos of this and not only pretty pictures of the inside of the unit. I have requested a refund or even a partial refund and have been turned down. I requested to speak to the owner of the unit or the owner of the agency and that too has been denied so these people have just taken my R 4800.00 for a 2 night stay which I did not even use and will not even acknowledge that their website is very deceiving. I find this extremely ********* and unfair.

Therefore I would like future people to know that this is the way AFRICAN DIVE SAFARIS treats their customers and also just be aware when booking their units if you do not want to be in my situation.