Lanseria Country Estate

False website advertising with lack of transparency

I am writing to formally express my extreme disappointment regarding our recent booking at Lanseria Country Estate in April. Our experience was significantly below the standard advertised on their website and did not meet the expectations set during the booking process. The primary attraction to this estate—and the sole reason for our visit—was to allow a UK visitor to experience South Africa and spend a relaxing day fly-fishing, which I had specifically booked and paid for in advance. Upon arrival, we were informed that fly-fishing was unavailable. As a completely inadequate substitute, they offered us two spinner rods and reels ("coffee grinders"). Furthermore, the water condition of the dam was shocking—it was a dark, murky green with a pungent smell. This was a stark contrast to the website images depicting pristine, clear water and fresh trout. Had the actual condition of the venue been made clear during the booking process, I would never have secured accommodation here. The gentleman at reception was initially apologetic and called someone on the phone to assist with resolving my issue. Unfortunately for them, the person on the other end was unaware they were on speakerphone. I could clearly hear their rude and completely uncaring response. It was at this point I decided we were not going to stay. I verbally requested a refund, but to my amazement, the person on the line just hung up on me. Since returning from our trip, I have followed up with two separate emails requesting a resolution. I have received absolutely no reply to either. The lack of transparency, false advertising, and atrocious customer service are completely unacceptable.