Dikhololo Resort booking and stay

On the 23rd of July, I made a booking through the Dikhololo website. As I was making the booking the system provided with a preselected date which I did not check I just proceeded to the two pricings the site was surprisingly giving me two different prices for the same chalet. I made a call to Dikhololo to confirm the difference in prices, I was informed its 2 ppl and 4 ppl. I then proceeded with four, inserted my details selected book, and it moved over to the OTP. Before inserting the OTP I realised I did not check the dates and I selected reverse until the dates section and corrected the dates to 24/07202, had to re-enter my details which I did and proceeded to payment and OTP and received a reference number which I screen grabbed with my phone. I contacted Dikhololo to confirm whether the payment would reflect on time for tomorrow and I was informed that it usually takes fours.

at 13:40 I received a call from the Holiday Club as I had tried to reach Dikhololo earlier to make the booking telephonically and it went to voicemail. I informed the consultant who had returned my call that I was sorted, I has needed to make booking for tomorrow for a one night stay but now was sorted. She asked for my name and apologised for the delay in getting back to me.

At 16:39 I received a call from Dikhololo reception, I confirmed my booking for the 24th and I asked about booking a Spa and game drive which I was told I could do on site and the spa was put through and liaised with the spa.

On Saturday we arrived at Dikhololo checked in and had a marvellous time.

To my surprise, on the 27th was balancing my debit orders against my budget recon of how much I actually spent at Dikhololo on activities and Food. I saw I was double debited.

Today 28/07/2021 at my lunchtime, I contacted Dikhololo to inform them of the double deduction error and was told to contact reservations on a different number. I did that only to get told I had two bookings on the 23/07/2021 and 24/07/2021. I tried to explain to the lady how the error could have happened and she refused to listen and told me a refund could not be paid and why I waited so long as I could have cancelled the 2nd request earlier. I requested for a teamleader, was told they are not available.

My problem is that:

1. I was not aware the first booking had gone through without my OTP as a reference number was not generated as per the one I had for the correct date.

2. I received a call confirming the bookings made for the 24th and confirm that it was reflecting. nothing mentioned of the 23rd.

3. At check-in and out of Dikhololo the receptionist did not mention a booking for the 23rd as I would then have picked up the error then.

4. why would the booking be separated at the same time if they are for the same weekend?

5. I had no intentions of going to Dikhololo on the 23rd as I was at work until 5pm and my son was at school until 5:30pm.

This process is really frustrating and it has made the holiday experience at Dikhololo a nightmare at this stage. ( the online system was so frustrating and confusing with different prices and preselected dates) now I have to be calling and emailing to get a refund for the error.

I had been online for so many hours before coming across Dikhlololo and was so excited to find a hidden gem that I could enjoy over two days without leaving the resort and everything still operational despite covid. But now this is really turning out to be a nightmare and afterservice is prooving to be terrible. There's no customer service at all.