Estralita Guesthouse Kimberley - Extremely disappointing!!!

<p>My husband and I recently booked at Estralita Guesthouse via Safarinow.com for a 3 night stay. We chose this guesthouse as it was one of the few available guesthouses which was pet-friendly in Kimberley.</p> <p> </p> <p>We paid for our 3 night stay in full prior to arrival. We stayed at the guesthouse on Friday and Saturday night. On Saturday night another family arrived and occupied a few of the other rooms in the guesthouse. </p> <p> </p> <p>On Sunday, during the day my father and husband were in our room watching soccer on the TV, only to have the owner and other guests in the guesthouse come into our room and FALSELY ACCUSE my husband of smoking in the room. After looking through our room the owner did not find any such evidence of this false accusation yet still became hysterical and shouted out vulgarities that there is no smoking allowed in the room. My family was ridiculed and embarrassed in front of the other guests and clearly made to feel very unwelcome.</p> <p> </p> <p>My husband then left the guesthouse, leaving the keys on the key rack.</p> <p> </p> <p>I phoned the owner thereafter for an explanation about what had just happened. At first the owner was very apologetic and confirmed that he knew that my husband did not smoke in the room, but his outburst was due to the other guests not wanting us to stay in our room whilst they occupied the rest of the house. The owner then offered to move us to another of his guesthouses for Sunday night.</p> <p> </p> <p>I told the owner that the manner in which he treated my family was very inappropriate and we don’t feel welcome or comfortable staying at any of his guesthouses. It doesn’t seem fair that we had to move from the guesthouse when we had been there since Friday and we are paying guests. I advised the owner that I request a refund for the Sunday night so that we could book at another accommodation, since we were now left stranded. Upon my request of a refund, the owner then became hysterical on the phone and shouted vulgarities at me and cut the call.</p> <p> </p> <p>My husband and I have used Safarinow.com previously and our experiences with the other bookings have always been exceptional. Never in our lives have we experienced such disdain, unprofessional, vulgar treatment from a business owner. The owner has no concept of treating customers fairly or simple business etiquette.</p> <p> </p> <p>We would appreciate if Safarinow.com look into this issue as they are promoting such an establishment, and we shudder to think that such mannerisms from a business owner is endorsed by their organisation. We also request a refund of the money we paid for the Sunday night we were left stranded in Kimberley.</p> <p> </p> <p> </p>