VERY DISAPPOINTED

I booked a house (1000 Hills Getaway) in Waterfall KZN for 9 days and my stay was not happy at all. I did not receive help from booking.com, I had to let go of some of my plans and I’m not happy about that at all.

I spoke to Abrahim from booking.com and he tried to find a common ground between me and the property owner and couldn’t. I felt that the owner had her way and me as a guest had no say.

There're things that we did not agree on: She saw us leaving with our guests who just arrived an hour earlier and were buzzed in by her. She messaged me wanting to know how many people are on the property. I responded and she said no visitors are allowed and it's stated on booking.com. If I want to have visitors, they must pay R500.00 per person (doesn't matter the hours stayed) and must vacate the property by 6pm.

My issue is that it's not stated anywhere that I'm not allowed visitors. I booked and agreed to the information that was available to me on booking.com, and I find it not right to make rules whenever she deems suitable. I had planned for my sister to come and have lunch with us and see her nephews, I had planned to have lunch with my 2 friends. I was informed that if she see’s any other person at HER PROPERTY, I will have to pay R500.00 per person because those people will be enjoying her couch, table, garden, bench and whatever else while at her property. If she sees anyone at HER PROPERTY I would be in violation of her rules. WHAT RULES? I DID NOT AGREE TO ANY OF THOSE TERMS PRIOR TO BOOKING BECAUSE THEY WERE NOT AVAILABLE TO ME.

When we arrived, she told me that the TV is not working and at booking.com she wrote DESK, and there's no TV stated there even though it's on the pictures. I accepted that because TV was not written under facilities/services. The same principle should than apply to me about the visitors. It's not stated anywhere that there should be no visitors. Yes, I booked for 2 adults and 4 kids, but I also expected to have people coming over to see us.

On the other side of the property, its fenced and there are dogs there. She informed us that they will get use to us and stop bucking every time they see us outside. I'm scared of dogs and if this information was available to me prior booking the property, I would have reconsidered.

She sent a whatsapp message to me around 6am informing me that HER GARDNER WILL BE AT HER PROPERTY between 8am and 3pm, I must make sure to close the windows and doors when he’s cutting close to the house and keep the kids away. She didn’t check if I had plans that HER GARDNER will interrupt, she didn’t check if I was comfortable having a stranger at the property while my family was there.

My invoice states my fee includes R150.00 cleaning fee per day. She said that was not true, it’s R150.00 once off for when I leave. So, I was to take her explanation and leave it at that because it’s HER PROPERTY.

All this information should have been available to me while I was making a booking so as to decide whether the property was suitable for me and my family.

My stay was not comfortable at all. It was all about the owner of the property, it did not matter that as a guest I paid to be there and needed to be comfortable. I feel like we were bul****.

Ibrahim said the only solution was that I find an alternative accommodation so that I can check out and booking.com will modify the booking. Where was I to find that accommodation during holiday season? It was full everywhere. I’M SO DISAPPOINTED WITH BOOKING.COM. I FELT LIKE AS A GUEST I DO NOT MATTER AND YET I PAID A LOT OF MONEY TO BE THERE. VERY DISAPPOINTED.