****** R 1908.00

Dear future possible holiday residents of Kaia Mazi Resort. I would like to take this time and tell you to not think of taking yourself or your family and friends to this resort. On the 8th of August I received a quote from Kaia Manzi for a weekend away to the price of R2120.00. Upon phoning them I was told that a full deposit is required by their staff member to which I adhered to and paid. My booking was for the 28th – 30 Sep 2018. As you can see I made my reservation well in advance. Unfortunately as life sometimes happens I had to cancel my reservation on the 25th September. As their cancellation terms and conditions stated on their quote, you would need to cancel 30 days before arrival and at a cost of 10% of the total amount. As could not be foreseen I had to cancel on the 25th Sep 2018. I was firstly greeted on the phone by a very rude employee who had multiple times misheard me on the phone when I quoted my quote number to her, she also proceeded to tell me she had not received my payment in August as well as put the phone down when I was enquiring about a refund on the payment I had made. I had to e-mail the resort in order to be connected to someone who could advise me on a refund and the procedure I needed to go through. I e-mailed the resorts staff multiple times for feedback as they had simply just continued to dismiss my enquiry on a refund only to find myself with yet another unpleasant employee of this resort, who told me I would not be getting any refund due to their terms and conditions. This employee tried to quote me some false terms and conditions that are non-existent on the quote I was sent. I was emailed by this employee the following “Please look at our cancellation policy on your reservation. Unfortunately cancellation 4 days before arrival, no refund.”. However on the quote it states “Cancellation can only be done in writing, 30 days before arrival @ 10% cancellation fee”. Upon e-mailing the person back stating the resort owed me R 1908 at the 10% cancellation cost, which I gladly accept, I was informed that because I only cancelled 3 days before they weren’t able to fill the room because of my indecisiveness and that it is the industry standard to not give me a refund and I should “please visit SAN PARKS, SUN Internationmal, Bookings.Com, Air BNB etc. web sites if you wish to benchmark this procedure”. I proceeded to check their terms and conditions on the site and the quote which don’t match up. On the site it states a 50% cancellation fee and on the quote (which is obviously more recent than the website) it stated 10%. I then emailed the employee again to tell them that due to the fact that the document I was sent as a binding agreement I will accept the 10% cancellation cost and expect R 1908 to be returned to me. The next email I got was just simply this “You are not going to get a refund.”. I e-mailed this person multiple times after the initial communication to just be met with absolutely disgusting service over and over again. They have ****** R1908 from me, made me hate a place I haven’t even visited yet and now I am putting this out in the world so no one else makes this mistake.