Worst Service Ever. Dirty Room. Left same night of a 3 day stay - we complained, we were blamed and no refund!

On Thursday 28 December 2017 we checked into our prepaid accommodation noted as a 3 stars grading at Panorama Chalets. We were promised an early check in beforehand confirmed and noted by Booking.com at 9am.

When we arrived, we were told rudely by a lady at the reception desk that Booking.com is "bonkers" and there "is no way that we can check in." The gentleman at the front desk intervened after we showed him the confirmed email of our early check in request. He therefore allowed us only to leave our luggage in chalet 15 and return the keys back to him. We followed promptly.

Thereafter, we proceeded on to our full days activities and were told to return after and check in at Panorama Chalets Reception. We arrived at 5pm - as communicated and checked in to Chalet 15. Once checked-in, we tried to settle but experienced much difficulty as the inventory was missing. We relayed this to reception and the lady that we had encountered earlier, said that "she had forgotten to mention this to us."

At 6:30pm, we had to leave on an emergency, and our check out followed suit, as Chalet number 15 proved not only substandard to the promised 3-star grading, regardless of that, our room was unhygienic, dirty and contained remnants of dog hair -of which was not communicated earlier. I am also allergic to dogs and cats hair! Due to this, I was also unable to promptly pack up and my partner had to do this all on his own. Of our 3 night stay, we did not even spend more than 2 hours before checking out. We were not told about the pet hair and pet accommodation in the same area as the kitchen and as a result I had an emergency and had to leave the premises promptly, and check in to last minute accommodation in the Sabie area.

This is unacceptable, and we therefore requested a full refund of our accommodation. Panorama responded rudely to us. Blamed us for all our complaints. Did not apologise and did not refund us, despite us having booked and paid full for accommodation that we did not stay in! Please assist us in this matter.