Double booking

Upon the first form of communication with the agent listed as the contact person for the property it was dealt with in a very unprofessional manner. When I managed to make contact with the agent she answered my questions very unprofessionally and there are no directions as to whom to contact for fetching the property keys or relevant information in regards to enter the booked property. It was neither provided by Booking.com nor the agent listed as the contact person for this property. I was told to contact a lady that goes by the name of Goodness. When trying to contact Goodness it also took a very long time before she also answered. I phoned the listed contact person 6 times in a matter of 6 minutes without being able to reach her. I eventually was able to get Goodness to answer her phone after also phoning her for while. This was just to try to get into our paid, booked, booking. Upon being able to speak to Goodness as directed by your agent we were told we can not enter as there are guests already staying in the property.

I would like to state at this stage I was unble to reach the listings agent that goes by the name Bianca.

Bianca after phoning her several times from both my phone as well as my husbands phone for more than 30 min eventually answered through an WhatsApp message stating that her phone's battery was on charge. We informed her of our dilemma. We we told by Bianca that it is impossible, but we told her that we are parked outside the property and there is no way of entering. There is no one to assist us and we can not find Goodness anywhere or get hold of her.

We were very unprofessionally told she is going to contact us in 5 min. This was at 17:35. At 18:17 after repeatedly being told she is sending someone to remove the current guests from the property, I recieved a WhatsApp from Bianca stating that she has found accommodation for us and she directed us to go to Coco Del Mer. She stated that is will only be for one night and we explained we can't stay for one night we need accommodation for two nights as per the booking we made which was from the 23-25 September 2022. She insisted over the phone that that is the only place she can find. She also insisted over the phone that we try to find accommodation. This after we did have accommodation and where now left out in the cold.

Goodness who is the house manager for this property does not even live in Ballito where this place in allocated. So how would we have gotten the keys if she was not even there?

We have traveled 5 hours. We have our children with us who is hungry and tired. We have just bought groceries for the weekend. We are exhausted, and very emotional because of what is happening.

We went to Coco Del Mer as directed by Bianca. I contaced her again and asked how will I approach this property because I have no booking. She explained to me she will pay for the night and I believed she was being helpfull. I phoned her again for several times upon reaching the property with no answer and we waited in the properties lobby for directions. She eventually answered after sever attempts to contact her and we were told to speak to a man who was the receptionist and was very helpful and professional. Upon speaking to the receptionist we were told that we have to pay for the accommodation. Now we where confused upon all the other emotions we are going through. When speaking to Bianca infront of the receptionist she told us to please stay at this property she is going to 'sort it out'. Whilst on the phone with the receptionist she told him it is to expensive we must find alternative accommodation. When I then contacted her asking what did she mean and why was she being untruthful to us she very rudely, very unprofessionally, very unhelpful, started to tell me in a very harch and rude manner that I need to contact Booking.com and put the phone down in my ear.

I did contact Booking.com. I explained to Hazel the agent that tried to assist me what is going on and by then I was in tears and exhausted after the roller coaster Bianca has put us on. It was explained that we again have to pay for this accommodation that Bianca has referred, whilst on the phone Booking.com cancelled my current accommodation so the fact that I was told the current guests will removed from my booked accommodation was a lie. I was told by Hazel that a alternative option is now suddenly available, and the receptionist from Coco Del Mer is telling me that Bianca has offered to pay for this. Now I am confused and if you listen to my recording you will hear that.

Nevertheless we booked accommodation. We paid for it and we were able to get my children comfortable and fed.

I am highly disappointed and dissatisfied by this whole ordeal. Booking.com as well as the agents where very unhelpful and made me feel that I do matter and that I am just a number.

I will wait for instructions on what my futher steps are in this regard.

Kind regards Eloise van der Walt