Amazing staff

I made a reservation at Alcazaba lodge for my birthday on the *** and as life has it a shocking and heartbreaking situation hit my family. I called Alcazaba lodge and explained my situation and asked them if I can please cancel my reservation. Well aware that there was a penalty of R 1200 odd. They were so kind and understanding and told me that they will get a manager to contact me. I know how busy lodges can get so when I didn't get a call back, I called them and spoke to a manager. I really wish I remember his name. I explained my situation to him and he also was so understanding and sympathetic I was amazed. I asked if it was possible for them to refund me the amount I paid and I will then pay the penalty back in 2 months. He then just said one thing: "Send us your banking details" with my head being all over the place I started crying I couldn't believe it. I sent them an email explaining the situation and that I will pay the penalty and just a huge thank you for their kindness. A few hours later I called them again and asked the same manager if my email was received he then asked if the money wasn't transferred as yet. I told him not that I am aware of. I then thanked him again and explained about the penalty which he rep**** to: " Don't worry about it. Just come visit us when you want to go on holiday again."

I have never dealt with any place that was this friendly and loving towards someone that they don't now at all. They run a business and yet they have staff that surprised me and made me already feel part of there family without stepping in their lodge.

Thank you Alcazaba lodge for your kindness. I will definitely come visit you guys and make sure people now about you guys, after all you always look for a home away from home and your staff makes it feel like family.

All my blessing. Chanelle