Bad Service from Safarinow and Sambane Game Lodge

Good day, i would like to express my utter unsatisfied feeling towards the establishment (Sambane Game Lodge). I booked through Safarinow over the peak season and bargain to spend our Christmas day at your Restaurant and Bar which was closed. We waited for a long time before the gate with no one that could assist us, not even Safarinow (the only contact no. was for the guy that was fired). We were mostly out of electricity and water throughout our stay. This is just unacceptable. We could not shower, use the toilet or rinse our dishes. We had to through away about R300.00 meat due to no electricity (which mean - No fridge). I'm very upset with the way things was handled. The owner did explain that he fired the only contact that was on the booking confirmation and he had to cancel about 10 bookings, Well he forgot about the 11th one, i guess. I would have appreciated it if someone contacted me before our check in date to explain that everything would have been closed then i could prepare myself for it. I will not return to this establishment and i request a full refund for our booking. There were not one morning that we could shower or brush our teeth. I had to drive in twice to Naboomspruit to buy water, ice and more meat which i lost due to no electricity. I just think it is unfair for me to pay peak season fees for a fully operational establishment if that isn't what we got.

I just think it's fair if i get my full refund back. The establishment could have notified me, or put someone in charge while the lodge is closed to attend to the only two guests in the lodge.

I'm not satisfied with the owners response of giving us an complimentary weekend, i would like my money back.

I have send an email to Safarinow and to the owner of Sambane Game Lodge with no response. I called on Tuesday 08th Jan'19 asking for assistance again. Melissa advise me that was something between me and the owner of Sambane Game Lodge and i said it's nonsense cause i booked through Safarinow and it's your problem to sort out the misunderstanding. She came back to me later the same day and said she could not get hold of the owner "Michael" and will call me back as soon as she gets hold of him. I told her "Michael" is not the owner and the owner told me that he fired "Michael" therefor the Lodge was closed. I gave Melissa the owners (Frederick) cellphone number and i haven't heard from Safarinow since. This is just unacceptable. Please attend to my complain immediately.

Kind regards