Worst customer service

My son and his wife moved from Cape Town to Johannesburg in March 2021 and spend the night the night of 29 March 2021 at Figtree Guesthouse in Colesburg. Lizl Botha (my daughter) did confirm with the owner/manager that they will be traveling with a trailer and they assured them that the guesthouse was very secure as gates are locked during the night and there is also security cameras installed to prevent any crimes from happening. When they woke up the morning of 30 March, there has been some items ****** from their trailer during the night and the total cost of the damage was about R5500.00. After bringing it to the owner/manager’s attention, they assured them that they will deal with the situation via their insurance, but even if the insurance doesn’t cover this cost, they will deal with us directly to ensure that Marshand and Lizl don’t suffer any loss. Once they arrived at their new home, after unpacked they got a clear picture of what has been ****** during the previous night. A excel spreadsheet was drafted with some pictures similar to the ****** items with estimated values for replacing those items. This has now been almost a month and after many inquiries it has come to light that the premises where we stayed (Figtree Guesthouse) did in fact NOT have security cameras and that they submitted a claim as if the break-in happened at Mimosa Guesthouse. Also claims are now being made that their neighbor also viewed his security cameras and could not see the theft, suggesting that the theft didn't happen, although they were fully aware of what happened and did not dispute it at all when it was brought to their attention on the day that it happened. In my opinion this Guesthouse owners are not ethical in their dealings with their potential customers. Their security is sadly lacking and to try and submit a claim as if the damage happened at another guest house is highly ********* and ******* in my opinion. One of the latest “requirements” was that they are looking for pictures of the actual break-in, or pictures of the actual damage which they know we didn’t take, because they assured them that it will be handled in a professional manner. Lizl Botha have been in communication with Ronell Mitchley and she has now blocked her number for WhatsApp to avoid phone calls and messages. This is not how customers are suppose to be treated. I am sure the insurance claim will not be paid, because of their ******* actions when submitting the claim. I will highly recommend that nobody supports businesses which lack basic business ethics when engaging with customers and is trying to **** their insurance company also. Lizl has communicated with their insurance company also to inform them that they stayed at Figtree guesthouse and not in Mimosa as their claim suggested. It is important for me that everything be conducted in a professional manner including all the correct facts as it happened. The whole cost of the move was excessive and nobody can afford to replace the items that were ******, especially if the assurance was given that their security is in place. No case were opened at the police station by Lisl/Marshand Botha, as the owner undertook to do that the day after the theft. I completely understand that many guesthouses suffered due to Covid but if they made it was made clear from the start that there is no security, alternative accommodation would have been arrangements. Their loss is a direct result of the lies told about security as well as the fact that they **** on their insurance claim. Lizl have tried to solve this issue amicable, but clearly Mrs Mitchley is not interested in addressing this issue, but think that by blocking Lizl's calls this issue will just disappear. I will make sure that any tour operator in South Africa removes them from their list as well as places like LekkerSlaap and Bookings.com. There are more than enough ethical and honest businesses that can be supported, without having to accept this lack of customer service and blatant lies from a service provider. They are quick to take your money, **** to get you to make the booking and then take no responsibility if there are any issues. This is shameful behavior especially considering that the tourist industry is trying to recover from the Covid pandemic, but that doesn’t excuse any of their actions up to this point.