Hanliel Travel Agency abuses accommodation suppliers

Hanliel Travel Agent (Jhb) booked luxury accommodation for a family of five for 10 nights after perusing our website and all relevant information. Upon the guest's arrival, the guests claimed to be unhappy with the booking made by Hanliel Travel and demanded to check out and be given a refund. Despite the accommodation provider's conditions clearly stipulating that there are no refunds for early check-outs, Hanliel Travel advised their client to contact the accommodation management directly regarding a refund. The guest was threatening and verbally abusive to staff and management. Hanliel Travel allowed the guests to engage directly with the accommodation provider, instead of following protocol and the correct channels, in fear of reprisal from their client. Hanliel Travel basically passed the problem onto the third party (accommodation supplier) instead of maintaining professionalism and reason.