1 reviews | Active since Aug 2015
My Leisure Group cancel booking when in front gate
My Leisure Group coldly cancelled my booking unilaterally when I were at doorstep, flew from another city to Cape Town with old people and young daughter. Even the booking was confirmed by My Leisure Group a day before my arrival.<br> <br> List the shameful breach with all evidences<br> *Morning 9th Aug: booked Nautica 501 via [URL Removed] App (confirmation letter Guaranteed the stay) <br> *Noontime 9th Aug: later soon, a lady from My leisure Group called me for confirmation, and asked my expecting check-in time. (phone log)<br> * 2:07PM 10th August: my family group flew from JHB to CPT. I called My leisure Group for check-in. (phone log), a lady texted me with check-in guy Lucas' cellphone number (SMS).<br> *2:29PM: contacted him by phone call and text, he rep**** \ ok perfect
Please accept our apologies for any inconvenience, we always try to keep our customers happy.
Your bookings were made though a portal that we do not manage nor have any control thereof (Booking.com). As our properties are private and self catering we require at least 48 hours notice to prepare them for an arrival. This is also because we use an external housekeeping company to prep the apartments. We have relayed this to Booking.com repeatedly, so this was clearly an error on their systems and should not have happened.
Our staff that were in contact tried their best to assist but were unaware that the booking was made the day before and the apartment was not ready for an arrival. As soon as the error was picked up, we contacted both yourself and Booking.com to explain the situation. Booking.com did advise that they would find you an alternative.
Your bookings and agreements were made with Booking.com and not our company. The confirmations you received were also from Booking.com. We have also been disappointed in the customer service received from Booking.com in this matter and have addressed this further with them. There are many similar cases against Booking.com in this regard.
Please accept our apologies for any inconvenience, we always try to keep our customers happy.
Your bookings were made though a portal that we do not manage nor have any control thereof (Booking.com). As our properties are private and self catering we require at least 48 hours notice to prepare them for an arrival. This is also because we use an external housekeeping company to prep the apartments. We have relayed this to Booking.com repeatedly, so this was clearly an error on their systems and should not have happened.
Our staff that were in contact tried their best to assist but were unaware that the booking was made the day before and the apartment was not ready for an arrival. As soon as the error was picked up, we contacted both yourself and Booking.com to explain the situation. Booking.com did advise that they would find you an alternative.
Your bookings and agreements were made with Booking.com and not our company. The confirmations you received were also from Booking.com. We have also been disappointed in the customer service received from Booking.com in this matter and have addressed this further with them. There are many similar cases against Booking.com in this regard.