1 reviews | Active since Apr 2014
Worst booking experience ever!
Hello there,
This is a complaint about our booking at 423 Ocean Dunes (KZN), where our booking was made and confirmed in June. Since then we have been paying towards the accommodation with the intention of making final payment as indicated in the booking conditions. Monday, we were unexpectedly informed by Latoya that the owner now has permanent occupants and can no longer accommodate us. They initially sent us options that did not even compare to what we had initially booked. Illzette stepped in and tried to assist.
This, for our group of four couples, we felt was completely unacceptable! We are based in Gauteng and have already paid for flights for this trip which is now 8 weeks away. As a result of this last-minute cancellation, we are now inconvenienced and will have to spend additional money on a shuttle to the KZN Midlands. This is creating a logistical nightmare for us as it would have been easier for us to drive from Gauteng to the KZN Midlands. The drive from King Shaka to the Midlands now means we have an additional two hours on the road compared to what would have been less than 20 mins.
This experience has caused significant frustration, annoyance and financial loss. We trusted Lekkeslaap as a reliable booking platform, and this incident reflects extremely poor management and communication.
While there is little we can do now given that prices are soaring, we request that they pay for the shuttle from King Shaka airport to the KZN Midlands. We held our end of the bargain, and the disruption has been caused by them.
This has been the most unpleasant booking experiences we have had, and I would not recommend anyone to book accommodation via Lekkeslaap esp 423 Ocean Dunes in KZN.
Sourly, Nthabi
Thank you for taking the time to share your feedback. We are truly sorry for the disruption and inconvenience you and your group have experienced, and we completely understand how disappointing and frustrating this must be.
As mentioned to the primary guest on this booking, we are currently following up with the host regarding the additional fees incurred and will provide an update as soon as we have more information.
To clarify, our usual process is to offer alternative accommodation of a similar standard, within the same area and price range. In this case, the available alternatives did not meet your expectations, so we decided to absorb the additional costs of the alternative accommodation.
We kindly ask that you cover the transportation costs, as your group suggested this option, and it falls outside the price range of the original booking. It’s also worth noting that the breakage fee for the alternative accommodation is less than that of the original property.
At this stage, we are unable to confirm any compensation for the shuttle service, but we will update the primary guest once we have further information from the property owner.
We sincerely regret the inconvenience this situation has caused and greatly appreciate your patience and understanding while we work to resolve it.
Kind regards,
Nicole
Thank you for taking the time to share your feedback. We are truly sorry for the disruption and inconvenience you and your group have experienced, and we completely understand how disappointing and frustrating this must be.
As mentioned to the primary guest on this booking, we are currently following up with the host regarding the additional fees incurred and will provide an update as soon as we have more information.
To clarify, our usual process is to offer alternative accommodation of a similar standard, within the same area and price range. In this case, the available alternatives did not meet your expectations, so we decided to absorb the additional costs of the alternative accommodation.
We kindly ask that you cover the transportation costs, as your group suggested this option, and it falls outside the price range of the original booking. It’s also worth noting that the breakage fee for the alternative accommodation is less than that of the original property.
At this stage, we are unable to confirm any compensation for the shuttle service, but we will update the primary guest once we have further information from the property owner.
We sincerely regret the inconvenience this situation has caused and greatly appreciate your patience and understanding while we work to resolve it.
Kind regards,
Nicole