1 reviews | Active since Oct 2014
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<p> </p> <p>I booked in at the Warmbaths resort in February. Due to some last minute cancellations I was forced to change the booking leaving a credit in my account. I called prior to make the booking changes.</p> <p>When I got to the resort on the Friday we agreed that I can use the credit as a voucher at the spa. I tried to call the spa to make a booking and was told I will be called back. I waited all Sa****ay to be called back. I followed up later that</p> <p>afternoon only to be told there is no way I can get a booking as they are fully booked. Now so late in the trip I could not even utilise it at the food outlets as we had already catered for supper and breakfast the next day. On checking out on the Sunday reception advised it was okay that I did not use the voucher as they can give it to me and I can make use of it in the next six months. I clarified if that means as long as I pay with it in the next 6 months which was confirmed correct. I knew then that I will not return to the resort in the next six months as I already had an overseas trip planned for April and May. I now made a booking for December at the resort and tried to pay with the voucher only to be told I cannot use it as I must stay at the resort before the end of August. This is not acceptable. In this economic climate I cannot afford to let R1500 go to waste. Please either give me a cash refund or use it towards my booking. I have been e-mailing and called the resort and I get no feedback. The resort is trying to waste my money and time!!!</p>
For a large resort I am highly disappointed that I have received no response on this matter yet????
For a large resort I am highly disappointed that I have received no response on this matter yet????
Dear Viksha,
Thank you for your review and for bringing your concerns to our attention.
We have requested an investigation by the Assistant General Manager and Front Office Manager at Warmbaths, A Forever Resort and we take liberty to provide you with the following feedback:
"The Guest made 2 reservations on the 9th of December 2015 for 2 x 4-sleeper chalets (SCD4) for arrival on the 12th of February 2016. On the 11th of December 2015 both of these reservations were changed from 2 x 4-sleeper chalets (SCD4) to 2 x 6-sleeper luxury chalets. On the 8th of February 2016 one of these reservations was changed from a 6-sleeper luxury chalet (LCD6) to a 4-sleeper chalet (SCD4). Due to such last minute changes on the reservation Mrs Rajkumar was informed that no refund will be done but a voucher will be given at check in that can be used at either The Hydro, Resort Shop, Eco department or Ski Dam. On arrival a voucher for The Hydro was issued to Mrs Rajkumar as per her choice.
Upon check out she did inform the Reception Staff that she could not use the voucher during the weekend as The Hydro was fully booked and rightfully was told that she will receive a credit note for the voucher amount which will expire in 6 months time. I can unfortunately not say if it was mentioned during the conversation that she will be going overseas and will not be able to use the credit.
The credit voucher was emailed to Mrs Rajkumar on the 15th of February 2016 stating clearly he conditions of this credit. From the 15th of February 2016 up to making the new reservation for December 2016 on the 12th of May 2016 I am not aware of any correspondence indicating that Mrs Rajkumar will not be able to use this credit in the allocated time frame, nor of any overseas trips planned. A reply was received from Mrs Rajkumar on the 31st of May 2016 requesting the usage of credit on the December 2016 reservation where she was rep**** to that the credit cannot be extended to the December reservation. On the 2nd of June 2016 Mrs Rajkumar requested an extension of the expiry date as she will not be able to use it by August.
Mrs Rajkumar spoke telephonically to Mr Malepane requesting again an extension of credit note expiry date but did not mention any plans already made for an overseas trip.
From issuing the credit note on the 15th of February 2016 up to the 31st of May 2016 no communication was received from Mrs Rajkumar, that I am aware of, requesting extension of credit expiry date due to plans already made on departure on the 14th of February 2016."
We trust that you will find this in order.
Kind Regards
Care at Forever
Dear Viksha,
Thank you for your review and for bringing your concerns to our attention.
We have requested an investigation by the Assistant General Manager and Front Office Manager at Warmbaths, A Forever Resort and we take liberty to provide you with the following feedback:
"The Guest made 2 reservations on the 9th of December 2015 for 2 x 4-sleeper chalets (SCD4) for arrival on the 12th of February 2016. On the 11th of December 2015 both of these reservations were changed from 2 x 4-sleeper chalets (SCD4) to 2 x 6-sleeper luxury chalets. On the 8th of February 2016 one of these reservations was changed from a 6-sleeper luxury chalet (LCD6) to a 4-sleeper chalet (SCD4). Due to such last minute changes on the reservation Mrs Rajkumar was informed that no refund will be done but a voucher will be given at check in that can be used at either The Hydro, Resort Shop, Eco department or Ski Dam. On arrival a voucher for The Hydro was issued to Mrs Rajkumar as per her choice.
Upon check out she did inform the Reception Staff that she could not use the voucher during the weekend as The Hydro was fully booked and rightfully was told that she will receive a credit note for the voucher amount which will expire in 6 months time. I can unfortunately not say if it was mentioned during the conversation that she will be going overseas and will not be able to use the credit.
The credit voucher was emailed to Mrs Rajkumar on the 15th of February 2016 stating clearly he conditions of this credit. From the 15th of February 2016 up to making the new reservation for December 2016 on the 12th of May 2016 I am not aware of any correspondence indicating that Mrs Rajkumar will not be able to use this credit in the allocated time frame, nor of any overseas trips planned. A reply was received from Mrs Rajkumar on the 31st of May 2016 requesting the usage of credit on the December 2016 reservation where she was rep**** to that the credit cannot be extended to the December reservation. On the 2nd of June 2016 Mrs Rajkumar requested an extension of the expiry date as she will not be able to use it by August.
Mrs Rajkumar spoke telephonically to Mr Malepane requesting again an extension of credit note expiry date but did not mention any plans already made for an overseas trip.
From issuing the credit note on the 15th of February 2016 up to the 31st of May 2016 no communication was received from Mrs Rajkumar, that I am aware of, requesting extension of credit expiry date due to plans already made on departure on the 14th of February 2016."
We trust that you will find this in order.
Kind Regards
Care at Forever
Good day,
Please note that I was never made aware of an option of getting a credit for my booking. When I called to change the booking I advised I will finalise when I arrive at the resort. When checking in at the resort I was not advised that a refund was an option. I was made aware that I can only have a voucher, so please rephrase "as per her choice". I have called and e-mailed the resort several times since I have been trying to make my December booking, and to date not received a call back or a response to my emails. This is really dragging on for too long and need this matter finalised.
I managed to trace only 2(2 too many to get no response) of the e-mails I sent, however I called from my work number so if need be I can trace all my calls and give you time and dates of my calls when I queried this matter. Please let me know if you need any further information
Thank you
Good day,
Please note that I was never made aware of an option of getting a credit for my booking. When I called to change the booking I advised I will finalise when I arrive at the resort. When checking in at the resort I was not advised that a refund was an option. I was made aware that I can only have a voucher, so please rephrase "as per her choice". I have called and e-mailed the resort several times since I have been trying to make my December booking, and to date not received a call back or a response to my emails. This is really dragging on for too long and need this matter finalised.
I managed to trace only 2(2 too many to get no response) of the e-mails I sent, however I called from my work number so if need be I can trace all my calls and give you time and dates of my calls when I queried this matter. Please let me know if you need any further information
Thank you
Good day,
Please advise what this response means as all you did was copied and pasted the Office managers feedback!
are you saying if I asked for an extension sooner it would have been granted??
I am busy and have other things to do so I am sorry if I only address holiday issues when I am planning a holiday.
I would really like to know if you are telling me you are keeping my money?????
Can somebody have the decency to call me or respond to me in a timeous manner. I work with clients and this is for sure not how you deal with complaints
Back to my original request, give me back my money or credit me for my accommodation.
It was never mentioned to me that I could get a refund so is this a possible training issue on your side. Why would I choose a voucher rather than getting a refund from the onset!
From: Warmbaths Front Office **********
Sent: 28 June 2016 01:23 PM
To: Viksha Rajkumar
Subject: Warmbaths, a Forever Resort - HelloPeter
Good afternoon Mrs Rajkumar,
Find below find response send to Forever Resorts Care in response to the HelloPeter entry with the emails that was send and received;
“Thank you for forwarding the HelloPeter complaint for our response.
The guest made 2 reservations on the 9th of December 2015 for 2 x 4-sleeper chalets (SCD4) for arrival on the 12th of February 2016. On the 11th of December 2015 both of these reservations were changed from 2 x 4-sleeper chalets (SCD4) to 2 x 6-sleeper luxury chalets. On the 8th of February 2016 one of these reservations was changed from a 6-sleeper luxury chalet (LCD6) to a 4-sleeper chalet (SCD4). Due to such last minute changes on the reservation Mrs Rajkumar was informed that no refund will be done but a voucher will be given at check in that can be used at either The Hydro, Resort Shop, Eco department or Ski Dam. On arrival a voucher for The Hydro was issued to Mrs Rajkumar as per her choice (choice of department to use the voucher at).
Upon check out she did inform the Reception staff that she could not use the voucher during the weekend as The Hydro was fully booked and rightfully was told that she will receive a credit note for the voucher amount which will expire in 6 month time. I can unfortunately not say if it was mentioned during the conversation that she will be going overseas and will not be able to use the credit. (attachment 2)
The credit voucher was emailed to Mrs Rajkumar on the 15th of February 2016 stating clearly he conditions of this credit. From the 15th of February 2016 up to making of new reservation for December 2016 on the 12th of May 2016 I am not aware of any correspondence indicating that Mrs Rajkumar will not be able to use this credit in the allocated time frame, nor of any overseas trips planned. A reply was received from Mrs Rajkumar on the 31st of May 2016 requesting the usage of credit on the December 2016 reservation where she was rep**** to that the credit cannot be extended to the December reservation. On the 2nd of June 2016 Mrs Rajkumar requested an extension of the expiry date as she will not be able to use it by August. (attachment 1)
Mrs Rajkumar spoke telephonically to Mr Malepane requesting again an extension of credit note expiry date but did not mention any plans already made for an overseas trip.
From issuing the credit note on the 15th of February 2016 up to the 31st of May 2016 no communication was received from Mrs Rajkumar, that I am aware of, requesting extension of credit expiry date due to plans already made on departure on the 14th of February 2016.
I hope you are satisfied with reply and will give Mrs Rajkumar a satisfactory response.”
If you have any queries, please do not hesitate to contact us directly.
Kind regards,
Good day,
Please advise what this response means as all you did was copied and pasted the Office managers feedback!
are you saying if I asked for an extension sooner it would have been granted??
I am busy and have other things to do so I am sorry if I only address holiday issues when I am planning a holiday.
I would really like to know if you are telling me you are keeping my money?????
Can somebody have the decency to call me or respond to me in a timeous manner. I work with clients and this is for sure not how you deal with complaints
Back to my original request, give me back my money or credit me for my accommodation.
It was never mentioned to me that I could get a refund so is this a possible training issue on your side. Why would I choose a voucher rather than getting a refund from the onset!
From: Warmbaths Front Office **********
Sent: 28 June 2016 01:23 PM
To: Viksha Rajkumar
Subject: Warmbaths, a Forever Resort - HelloPeter
Good afternoon Mrs Rajkumar,
Find below find response send to Forever Resorts Care in response to the HelloPeter entry with the emails that was send and received;
“Thank you for forwarding the HelloPeter complaint for our response.
The guest made 2 reservations on the 9th of December 2015 for 2 x 4-sleeper chalets (SCD4) for arrival on the 12th of February 2016. On the 11th of December 2015 both of these reservations were changed from 2 x 4-sleeper chalets (SCD4) to 2 x 6-sleeper luxury chalets. On the 8th of February 2016 one of these reservations was changed from a 6-sleeper luxury chalet (LCD6) to a 4-sleeper chalet (SCD4). Due to such last minute changes on the reservation Mrs Rajkumar was informed that no refund will be done but a voucher will be given at check in that can be used at either The Hydro, Resort Shop, Eco department or Ski Dam. On arrival a voucher for The Hydro was issued to Mrs Rajkumar as per her choice (choice of department to use the voucher at).
Upon check out she did inform the Reception staff that she could not use the voucher during the weekend as The Hydro was fully booked and rightfully was told that she will receive a credit note for the voucher amount which will expire in 6 month time. I can unfortunately not say if it was mentioned during the conversation that she will be going overseas and will not be able to use the credit. (attachment 2)
The credit voucher was emailed to Mrs Rajkumar on the 15th of February 2016 stating clearly he conditions of this credit. From the 15th of February 2016 up to making of new reservation for December 2016 on the 12th of May 2016 I am not aware of any correspondence indicating that Mrs Rajkumar will not be able to use this credit in the allocated time frame, nor of any overseas trips planned. A reply was received from Mrs Rajkumar on the 31st of May 2016 requesting the usage of credit on the December 2016 reservation where she was rep**** to that the credit cannot be extended to the December reservation. On the 2nd of June 2016 Mrs Rajkumar requested an extension of the expiry date as she will not be able to use it by August. (attachment 1)
Mrs Rajkumar spoke telephonically to Mr Malepane requesting again an extension of credit note expiry date but did not mention any plans already made for an overseas trip.
From issuing the credit note on the 15th of February 2016 up to the 31st of May 2016 no communication was received from Mrs Rajkumar, that I am aware of, requesting extension of credit expiry date due to plans already made on departure on the 14th of February 2016.
I hope you are satisfied with reply and will give Mrs Rajkumar a satisfactory response.”
If you have any queries, please do not hesitate to contact us directly.
Kind regards,
Dear Viksha,
We have been in contact with the Resort and we have been advised that the Front Office Manager, Marlé Keller-Enslin is speaking to you directly.
She advised that she explained the details to you and that you have come to a mutual understanding.
Kind Regards
Dear Viksha,
We have been in contact with the Resort and we have been advised that the Front Office Manager, Marlé Keller-Enslin is speaking to you directly.
She advised that she explained the details to you and that you have come to a mutual understanding.
Kind Regards
Dear Viksha,
I will give you a call now personally from Head Office to discuss. However vouchers and refunds must be handled personally by the Property involved.
Kindest Regards
Care at Forever
Dear Viksha,
I will give you a call now personally from Head Office to discuss. However vouchers and refunds must be handled personally by the Property involved.
Kindest Regards
Care at Forever