Complaint/dissatisfaction

On the 20/11/2020 I went on the app as usual and booked myself place in Maboneng, Johannesburg. I found a place hosted by Ethan and Yoel which is called “Studio- in the heart of city’s coolest neighbourhood” (Entire home/apt). This is at 260 Main Street, Johannesburg 2094.

Fast forward I made reservations for three nights which should have been from Saturday until Tuesday morning. I landed (from Cape Town) on the 28/11/2020 and only went later on to check in. I got to the place and I took my phone out asked the security at the door if I could come in and he said yes.

I took my bags out and he asked me for the name of the host which I responded and said Ethan and he looked so shocked saying he’s never heard of that name before. I was in disbelief and didn’t know how to react at that moment. I suggested that I call the host myself to find out where he could have possibly left my keys and the number that they have updated on the app is a UK mobile number and wouldn’t go through.

I tried cancelling the place and the app wouldn’t allow me or would cancel with zero refund. I ended up cancelling anyways. Time went by and it was now hitting 20:00 in Johannesburg with no plan or whatsoever. I asked the security guy if it was possible for someone to use their address, room pictures and their building name yet a ******* and he opened up and said they’ve had loads of cases of people going to the same building, getting there only to find out they are ****med by this person and has reported this to his boss and hasn’t really done anything yet.

I left that evening after realising that there wasn’t any keys for me and whilst in an Uber I emailed this so called host and he responded saying he is sorry he completely forgot to leave me some keys and he now traveling with his partner, what a joke.

I asked for my money and he said he could book me another place and I said no I need a refund and he responded and said I will be getting it in 5-7 working days and this was only the 30/11/2020 and there hasn’t been anything yet.