La-Peng

Formal Complaint Regarding Unprofessional Treatment at La-Peng Guest House

To whom it may concern, On 18 August, I booked accommodation at Lapeng Guest Lodge (KZN) for my clients via the Booking.com platform. Upon arrival, my clients were appalled by the state of the rooms they were provided. They shared multiple photographs with me showing extremely unhygienic conditions, including: Unclean bed sheets Filthy bathroom Generally dirty and poorly maintained rooms Due to the unacceptable conditions, my clients chose to leave the lodge and instead slept at the airport, incurring unnecessary additional costs and significant inconvenience. Following this, I contacted Lapeng Guest Lodge to discuss a refund for the unacceptable experience. Initially, my request was refused, but after escalating the matter, they agreed to process a refund — but only after deducting a R400 “admin fee.” I disputed this, as the cancellation was a direct result of their failure to provide basic hygiene standards, not due to any fault of mine or my clients. Eventually, they claimed to have processed the refund. When I requested proof of payment (POP), I was met with rude and unprofessional behavior from the owner via WhatsApp. Instead of providing the POP, I received insulting messages and was treated with hostility for making a reasonable request. This experience has been extremely frustrating and disappointing, both for myself and my clients. As a paying customer, I expect a minimum level of respect and professionalism — especially when the service provided was clearly substandard. I am therefore requesting that: Lapeng Guest Lodge be reviewed and potentially removed from platforms such as Booking.com due to their unacceptable customer service and lack of hygiene. Full transparency be required of them in all future customer interactions. Appropriate action be taken to ensure no other guests are subjected to such poor service. I am happy to provide photos, WhatsApp transcripts, and any other evidence needed to support this complaint.