The Eden Hotel on Florida road

Deposit Withheld for Normal Bedding Stains and Private Matter Discussed Publicly

I am extremely disappointed with my experience at Eden Hotel. My partner and I checked in on 27 May after making our booking through Booking.com. Upon arrival, we were informed by the receptionist that a refundable R300 deposit was required for any damages to the room. We were specifically told that if anything was broken or damaged, the deposit would be retained; otherwise, it would be refunded within 5–7 working days after departure, as we were using card payment. The room was clean, and we enjoyed our stay without causing any damage to the property. However, upon checking out on 28 May, the receptionist informed us, in front of other guests in the reception area, that our R300 deposit would not be refunded because there were allegedly "blood stains" on the bedding and towels. This accusation was both embarrassing and inaccurate. When we requested to see the alleged stains, we found no blood. The marks on the bedding were normal bodily-fluid stains resulting from intimacy between consenting adults, while the mark on the towel that was identified as blood was simply makeup residue. We did not damage any furniture, appliances, fixtures, walls, windows, carpets, curtains, or the mattress itself. What concerns me most is that: • The deposit was described as protection against damage, yet nothing in the room was broken or physically damaged. • No written policy was provided explaining that normal bedding stains would result in the forfeiture of the deposit. • We were publicly informed of this matter in front of other guests, which was humiliating and unprofessional. • When we requested to speak directly with a manager, we were not given that opportunity. The receptionist spoke to the manager privately and returned with the decision, leaving us unable to explain our side or seek clarification. Hotels regularly accommodate couples, and laundering bedding is a normal part of hotel operations. If Eden Hotel intends to charge guests for ordinary bedding stains, this policy should be clearly communicated before payment is taken and should be included in writing. While the R300 amount is relatively small, this review is not only about the money. It is about fairness, transparency, professionalism, and respecting guests' privacy and dignity. I hope management reviews this matter, clarifies its policies, and considers refunding the deposit. Based on this experience, I would be hesitant to stay at Eden Hotel again.