Unjust Forfeit

I had made and paid for a reservation at Kingdom Resort for a stay from February 1st to February 2nd. Unfortunately, my husband, who had been traveling abroad, returned home around 1 a.m. on February 1st extremely ill and vomiting. Given his condition, we decided it was best not to travel and planned to visit 1Mil on Saturday instead.

I asked my sister-in-law, with whom we were supposed to join, to visit the reception on our behalf, as the contact number I had been provided operates only on weekdays. I also sent several emails in an attempt to resolve the situation, as I would have preferred to postpone the reservation rather than forfeit the R2400 I had paid for both my husband and myself.

This morning, I spoke with customer service representative Hombakazi, who expressed regret but explained that had I contacted them sooner, they could have rebooked the accommodation for another guest. I attempted to explain that the contact number provided by my sister-in-law, which was given by the reception staff, went straight to voicemail and that my emails had gone unanswered.

I feel deeply frustrated and unfairly treated, as the circumstances leading to this situation were beyond my control. I respectfully request compensation, such as a voucher for a future stay, as I refuse to lose my hard earned money.