Unresolved-Review of La Montagne, Riebeek-Kasteel & Booking.com

We recently had a very disappointing experience with La Montagne in Riebeek-Kasteel that we feel potential guests should be aware of. We made a booking on Booking.com for the 19th–20th of September 2025 but noticed almost immediately that the dates were entered incorrectly. On the same day (16 September), we contacted the establishment to correct the booking to the intended dates — 27th–28th of September. We even received a receipt confirming that the change had been actioned. However, the next day (17 September), we received a call from a representative at La Montagne who abruptly informed us that the change could not be honoured due to full occupancy and that no refund would be issued — despite their own booking policy clearly stating that cancellations are free up to 7 days before the stay. Given that we made the request more than 7 days before the corrected dates, we believe a refund should have been processed. To make matters worse, the customer service we received during this interaction was extremely poor. The representative who contacted us was not only unhelpful but spoke to us in a rude and dismissive manner. This was followed by a disrespectful message that only added to the frustration. As paying customers, we expect to be treated with professionalism and courtesy. Unfortunately, this was not our experience with La Montagne. We are still awaiting a resolution and sincerely hope that the management takes steps to review how they handle booking issues and customer communication in the future. Our refund request remains unresolved...