Poor Service

<p>My original booking was made and paid for in full on Friday 6th May 2016 and scheduled to travel to Green Kruger Lodge on the Friday 13th May 2016, unfortunately, due to the car that we would use to travel with being in the workshop and not being ready for travel by Friday 13th May 2016, I had sent an email on Monday 9th May 2016 to request a date change to the following weekend (Friday 20th May 2016).<br /> I had tried calling multiple times on Monday to check if all was in order and that my email was acknowledged. At least 10 calls made were not answered or returned. <br /> This continued on Tuesday 10th May 2016, at least a further 10 phone calls were not answered or returned and whatsapp messages were also ignored. <br /> A further email was sent on Tuesday 10th May 2016 in the afternoon letting Magnus, the only contact on the website, know that I have been trying to reach him to unsuccessfully and requested acknowledgement of my email for the request to change the date. <br /> I had received an email on Wednesday 11th May 2016 at 7am apologising for the delay in response and that the change of date was acknowledged and moved.</p> <p><br /> The car was still not ready and as such, I had emailed again on Thursday 12th May 2016 to ask that the date be changed to the Friday 27th May 2016. <br /> After sending a follow up email on Monday 16th May 2016, due to no acknowledgement, Magnus rep**** on Tuesday 17th May 2016 via email and acknowledged the change and mentioned I would be liable for a R150 admin fee to be paid on check-in, which I was happy to accept.</p> <p> </p> <p>During the course of the week of the 23rd May 2016, my partner was advised by her dentist and confirmed by a surgeon that her wisdoms had to be removed on Thursday 27th May 2016 and once confirmation was done for the surgery on Wednesday 25th May 2016, I had emailed Magnus to inform him of the medical operation and if we could possibly please change the date for the last time. A call was made again to Magnus on Friday 28th May, the day of check in, to confirm acknowledgement of my change of date, this was also not answered or the call returned.</p> <p> </p> <p>Magnus emails me on Friday 28th May at 11pm to inform me that as I have not made the booking, it would be treated as a no show. When I had questioned as to why this was the case as I had tried to make contact unsuccessfully, I was told that it was their company policy that cancellations need to happen at least 30 days prior.</p> <p> </p> <p>Where I understand that due to circumstances out of my control I had to asked for 3 date changes, not once was the cancellation policy made clear or given to me upon paying for the booking or on any other of the 2 date changes made. My confusion is more that my calls were not answered or returned or an email rep**** to let me know that if I do not make the booking that it will be cancelled, especially after calling on the day of check in. If Magnus had rep**** to my email in a timely fashion, answered my calls or returned my calls, he could have told me that 2 days was not enough I need to still keep my reservation and I would have made more of an effort to get to the hotel or even found friends to take my place so that I do not lose the booking.</p> <p><br /> I only ask that Green Kruger Lodge honour the amount paid in full to continue the trip or return the money due to the lack of communication.</p>