1 reviews | Active since Dec 2013
LOCKED OUT OF GUESTHOUSE GLEN MARAIS WITHOUT MY LUGGAGE
<p>After checking in my luggage earlier during the day, I was locked-out of Glen Marais guesthouse in Kempton Park at 10pm (last arrival allowed until 11pm) - booked through LekkeSlaap. I phone LekkeSlaap while in-front of the premises and 3 of their agents also failed to con tact the owner, or find me alternate accomodation and I was left stranded and without my luggage. A long drawn-out "he said she said" ensued with blant lies and changed stories from the guesthouse. Eventually LekkeSlaap proceeded to change online records to indicate I cancelled the booking and refused to hold the guesthouse accountable. The cancellation online record indicates I have recieved a full refund, however the booking agent's email states I will only receive 50%. Nothing will refund the humiliation of being left stranded and without my luggage at 10pm trying to find alternative accomodation.</p>
Good day Mr Van Der Walt,
Thank you for taking the time to make contact with us via HelloPeter.
Firstly, we would like to apologise that we could not help you with alternative accommodation on the night. Seeing as it was already very late, the agents on duty struggled to find an alternative that could still take guests. The agent tried multiple times to email, SMS and call the owner of the establishment, but to no avail.
We immediately followed up with the owner the next day, to get clarity on the matter, as it was advertised that you are allowed to check in until 11 PM, however both yourself and our agents were unable to reach the owner. We will be sure to penalise the establishment for the inconvenience that was caused to you and your family. We will also request the establishment change their check in times to 9 PM, to ensure something like this doesn't happen again in the future.
Regarding the cancellation email you received from Michél, this is a system generated email that automatically sends out when we cancel a booking in order to load a refund. You will of course be refunded in full for the inconvenience caused.
We apologise for any miscommunication that was caused by the cancellation email and would once again like to apologize from our side for this experience. We will do everything we can to prevent a similar situation from arising in the future.
Kind regards,
Jurgens Liebenberg
Good day Mr Van Der Walt,
Thank you for taking the time to make contact with us via HelloPeter.
Firstly, we would like to apologise that we could not help you with alternative accommodation on the night. Seeing as it was already very late, the agents on duty struggled to find an alternative that could still take guests. The agent tried multiple times to email, SMS and call the owner of the establishment, but to no avail.
We immediately followed up with the owner the next day, to get clarity on the matter, as it was advertised that you are allowed to check in until 11 PM, however both yourself and our agents were unable to reach the owner. We will be sure to penalise the establishment for the inconvenience that was caused to you and your family. We will also request the establishment change their check in times to 9 PM, to ensure something like this doesn't happen again in the future.
Regarding the cancellation email you received from Michél, this is a system generated email that automatically sends out when we cancel a booking in order to load a refund. You will of course be refunded in full for the inconvenience caused.
We apologise for any miscommunication that was caused by the cancellation email and would once again like to apologize from our side for this experience. We will do everything we can to prevent a similar situation from arising in the future.
Kind regards,
Jurgens Liebenberg