PROTEA MARRIOT HOTELS - DE*****ING AND *****ING TOURISTS

I reserved two (2) hotel rooms from 21- 27 December 2020 for my family vacation at Protea Hotel Mossel Bay. I received confirmation with references ***4 & ***5. On 14 December 2020, President Ramaphosa declared the Garden Route (which includes Mossel Bay) a COVID-19 hotspot. He also pronounced, with immediate effect, heavy restrictions in that region and its surroundings. I immediately cancelled my reservations and received confirmations of my cancellations with references ***4& ***5. Today, I called Protea Hotel Mossel Bay (Peter and Bell - his Manager) to check when I can expect my full refund, and was told that my refund of R23,634 will only be processed in ninety (90) days. I enquired why and was told it is Protea Hotel Mossel Bay's policy, which I asked for a copy to be sent to my e-mail (***) and have not received it yet. I further enquired about the following: 1. Whether my money (R23,634) will be refunded together with interest at the market rate, if I have to wait for ninety (90) days? I was told no, only the full amount will be refunded. 2. How am I expected to pay for a vacation now in December 2020 for my family if I am going to get my refund at the latest in April 2021? I was told unfortunately, and was left to sort that out myself.

Therefore, I DEMAND MY FULL REFUND OF R23,634 IMMEDIATELY. It is not my fault that the Garden Route has been declared a COVID-19 hotspot, and I cannot be expected to risk my family's life by still going on holiday in Mossel Bay. Further, I cannot be financially inconvenienced, when Protea Hotel Mossel Bay is holding on to my money without a sensible reason. Protea Hotel Mossel Bay has got two (2) options, (a) to fully refund me immediately so that I can pay for my family's vacation now in December 2020 or to refund me in ninety (90) days with full interest at the market rate and for this to be confirmed in writing to ***.