******, Unfair treatment and false advertising Panorama Self Catering, Cape Town

My complaint is of an extremely serious nature. The one complaint involves ****** and the other unfairness which also includes ******. I booked online on booking.com. on 10 January 2018 for a booking for December 2018 at PANORAMA SELF CATERING,CAPE TOWN. I added 3 days to my stay and confirmed it with Mariekie in October 2018. I immediately paid the total amount due for the duration of my stay on the 31st October 2018 and I e-mailed the proof of payment. There are two properties on the website under Panorama self catering I booked for the one on 33 President Swart street, Panorama, Cape Town which was advertised on their website. I booked a family room for four people on property address 33 President street and upon my arrival 27 th December 2018 at 22h00 which was late in the evening I was downgraded to 68 Alk van zyl street, to a downtrodden 1 bedroom and a weathered old couch for my children age 14 & 16 to sleep on. On Friday 28th I was then told I double booked at the other property by the manager NOAMI and I told the manager that I initially had booked that unit at President street and I would like to be moved immediately into the unit I booked and paid for in advance online, the rooms I initially booked into as I was not happy with the current accommodation and it was not what I paid for according to my online booking. A while later a white lady approached requesting a booking (un be known to them we heard the entire conversation that transpired between them as we sat near her office window to get better reception for their free Wi-Fi) She said no problem to the white lady, she said she would give her my booking at the property 33 President Swart street, Panorama Cape Town as Naomi said "all the Blacks, Coloureds, Indians people belonged on that property 68 Alk van Zyl Avenue,Panorama and the whites on the other property. As she said "Ons wit mense moet saam staan" (We white people must stand together). This was not the first time I head NAOMI using derogatory ****** remarks. On the first day I met her she said the people in the next unit are" morsig" (dirty) people from Pakistan, she said to me that all people from Pakistan are dirty. I simply ignored her comment as I personally do not entertain derogatory talk with others. Enraged by this conversation she had with the white lady I approached her about my booking and said I wanted to move immediately to the place that was advertised online and what I paid for since this was false advertising. She told me NO,she said NO she booked other people in, people that made payment that day. I then demanded to speak to a manager or a refund to get alternative accommodation. Naomi refused to give me the manager's number or a refund however she did admit that they made an error on their website using both properties as one address however she said that she personally rectified it recently. I then asked her a question that if I booking was made in error on their side why could I not be moved and I paid in advance how could another person, who was white pay on that specific day and get my room. This was peak season and I paid in advance. Naomi then admitted Mariekie (who no longer worked there) made an error and there was an error on the website. She then promised she would put me in another room as she already gave my room to someone else that day and the person paid on that day.(Seen that she insisted I double booked the rooms) Firstly I would like to highlight that I have up until midnight on the 28th to book into my room why was my room given away before 15h00 the afternoon? When I asked again for the owner's number in order to correct this, she refused once again. On Saturday she just disappeared from the property 68 Alk van Zyl and my daughter and I took a walk down to the other property.Naomi was not there however her friend the white lady who took my booking was there she asked Naomi to call her back on her cell. After I had after a heated conversation with Naomi and telling her that was not fair and demanded to speak to the owner. She refused one again and I demanded my money back again as this is not what I paid for. She refused she said I can do what I want and said nothing will happen to her. While we were on the property we could not help but notice that the pool was clean. The place was neat and tidy. The rooms were bigger and much nicer. While on the property 68 Alk van Zyl where we were, we had a dirty pool which my children had to maintain as the enjoy swimming. Our property where we stayed had old ugly furniture, the rooms were small and we could not even fit properly in the small bathroom. In the interim I have logged a complaint with booking.com who is investigating the matter, however as I said management of PANORAMA must be held responsible. I would not recommend you stay at this property, as the manager is rude, obnoxious and a ******. She(Naomi) arrogantly said that I can do whatever I want, NOTHING WILL HAPPEN TO HER. I would like to expose Naomi for her ****** and her unfairness she displays to other races other than white people. The public should be made aware and I pray that another family and their children will not be exposed this behaviour. Saabira JHB