********* & poor Customer Service - Premier Classe Hotel Apartments in Melrose

We are extremely dissatisfied with the service we received from Premier Classe Hotel Apartments in Melrose.

We checked into these apartments on Friday, 9th April for 2 nights and paid R1200 per night. The rooms were of poor standard, and we were disappointed as this was not value for money. The reservationist in charge – was made aware of our dissatisfaction - on the Friday. We requested a refund. She said she had spoken to the manager and that we could contact Safarinow as that was the agent that we had booked with. She specifically told us that they would be confirming a refund, and that the manager of the hotel who resided in Cape Town, was made aware of our request. She said we could only get a refund for the 2nd night and not the first night. We needed to provide 24 hours in advance cancellation - due to their cancellation policy. Everything seemed dependent on Safarinow. I tried calling Safarinow. They did not answer. Even though they have a contact number on their website. I sent an email. They responded on Saturday at 12 noon. I spoke to the Reservationist again, again asking her if the manager was aware and she said yes. I asked her to send Safarinow an email requesting for them to refund me for the one night. Which she did. No response from Safarinow. I tried calling again. Due to the conversation I had with Premier Classe, I felt it fair to vacate the room as I expected a refund for the 2nd night. I could not expect a refund and still stay in the room. We checked out. On Monday, there was still no word from Safarinow. I was upset that they had not bothered to respond. Bad customer service. I wrote to Hello Peter. After an hour, I got a call from Yvonne the Customer Manager. Asking me what the issue was and that she would be contacting the customer service agent from Safarinow and premier classe manager. She also requested that I remove the review from Hello Peter, and I did, believing that everything would be resolved.

After that, I received an email stating that the Manager of Premier Classe refused to provide the refund and that they had never agreed to refund me the money. A complete turn of events and they even **** about the state of the room which I had complained about. They pretended that everything was perfect in the rooms. The manager of Premier Classe completely disregarded the email where her staff member requested Safarinow refund me. This is the worse customer service, where there is no consideration for the customer at all. ********* behaviour, false promises and over charging for accommodation which is of a poor and cheap quality.

I will never use Safarinow again, as they have proven to be ************* and have poor customer service by not responding in time. If they had responded on the same day and rep**** and confirmed that they would not refund me, I could have made an informed decision about vacating the room, and losing out on a nights accommodation.