Unpleasant experience

We booked accommodation via Lekkerslaap with a service provider called Umhlanga Accommodation (UA), and the experience was nothing short of appalling. It seems the service provider was not vetted. Despite several email attempts to clarify the parking situation, we received vague and evasive responses. On one occasion, a Manager of UA, responded with what I believe to be a racially insensitive comment: “The platform you have chosen is an Afrikaans based platform hence the name.” which I find offensive and discriminatory (we have this in writing). Upon arrival at 52 Lagoon drive, Umhlanga, Unit 6 - Bronze Bay, our vehicle barely fitted into the garage. There was no other open parking available. My husband had to ask another guest to assist him to get the car into the garage as his car which was in allocated parking was blocking the garage. My husband had to exit the car through the window due to the tight space. Large fruit was falling on cars parked nearby, visibly causing damage. The path to the unit was dimly lit and felt unsafe (day). Inside the unit, the bathrooms and kitchen were poorly ventilated, cramped, and not as advertised. There were no windows or extractors in the bathrooms. The Wi-Fi didn’t work, plug points were inconveniently placed, and even their dinner plates couldn’t fit in the microwave they provided. Lekkerslaap eventually moved us to the Breakers Resort, after several back-and-forth telephone conversations and strain, which was a far better fit but that should have been the original standard, given the amount we paid. Lekkerslaap should not allow their clients to go through this type of appalling experience, this kind of victimization, or be placed in such an unwelcoming and displeasing environment. It is deeply concerning that they are affiliated with suppliers who lack basic decency and respect. Lekkerslaap has a responsibility to properly vet and verify the quality and integrity of the accommodation providers they list on their platform. Umhlanga Accommodation’s misleading advertising, substandard service, and inappropriate communication warrant public accountability. I am actively pursuing legal action, as the ordeal caused severe distress.

A detailed letter was forwarded for legal advice.

Throughout our ordeal, Natasha at Lekkerslaap was the only personnel who was professional, and we are appreciative of her assistance.