Dissapointing Customer Service

i was given a very substandard service from the above mentioned Lodge. I send an e-mail to confirm my booking for two consecutive days and there was no response, when you call their customer service number that is provided on the website you are unable to reach them. with the help of hyperli customer service I managed to get hold of them and I wanted to confirm my bookings with them then I was told that the rooms are unavailable. they also confirmed that the calendar on their website is not update and the contact number is not correct this is an indication of a very very poor customer service. I stopped requesting services from them since I was told that they are fully booked , but to my surprised now that I am requesting a refund I was told that an e-mail was send to me to confirm my booking and I didn't even receive that email this proves that they also lie to their customers. I do not understand how does this lodge do business and I doubt it if they will stay in business. I will like to recommend that Hyperli not to do business with the Lodge anymore because otherwise their Clientele rate will drop signifinately. their customer service is pathetic and the admin process are poor, one representative from the hotel say one thing the other one says something different.

This is the e-mail I send to the Lodge go through the e-mail

From: Tsholo Pooe Sent: Monday, December 3, 2018 10:52 PM To: 'Bulembu Lodge'; ********** Cc: 'Makhosini Mayisela' Subject: RE: Reply to Podio Refund Ticket ID: RFR ********** 007

Good Evening

I am surprised with dissapointments that now all of a sudden you are confirming that you have communicated with me regarding my bookings. Please refer to the attached e-mail were in I got confirmation that the room is not available. If I had received the confirmation from you regarding my bookings there was no need for me to actually request assistance from Hypeli (Nureen at customer services) to help me to contact your lodge. It was confirmed that the contact number on your website is incorrect and I booked the dates on your website which Nureen confirmed with me that the calender on the website is not updated according to your people at Bulembu. I responded to the e-mail on the same day that the date provided to me will not suit me after I was told that it is fully booked. I suggest that your get your admin guys to check the bookings and update their records. Based on the information that was provided that the rooms are not available I cancel my bookings on e-mail, cancelled the booking on bookings.com and I have already booked another room with another Lodge for my required dates. I have send trails and trails of emails without getting any response. I send an email on the 16 october 2018 requesting confirmation that the rooms are available with no response, please provide proof if you responded to my e-mail as you claimed that you did, refer to attached e-mail. I send another e-mail on the 18 October 2018 after I bought the voucher with from hyperli attached and the dates from booking . com . please provide proof if you responded to my e-mail as you claimed that you did, refer to attached e-mail.

I need response by tomorrow close of business or else I will escalate the matter the to the relavant bodies such as Hotel Services ombudsman. My expectation was nothing else but to be compensated for the inconveniences caused by you instead I am being blamed as a customer. For your information have already booked another venue for the dates requested so therefore I won’t be able to be in two venues at the same time. But after the customer service that I received from Bulembu I am not interested in the venue and will never recommend it to anyone.

I quote the conversation that you alleged to have send to me: I don’t recall receiving any e-mails from you regarding the conversation below I need a trail email with the dates and the time the email was send to me with the conversation below