INHABITABLE ACCOMODATION BOOK WITH SAFARINOW

Good evening I write in response to the condition and inhabitable state of The Fairlands Hideout reported via telecom to SafariNow on arrival to check in late this afternoon. After a long journey, this extremely stressful experience was not appreciated. Having to go back to The Fairlands Hideout to get “photographic evidence” of our observations as per your insistence to consider a refund. This after the owner was fully aware that we were not going to stay there and honestly could have put us in danger. I believe this real and extremely disturbing report from an unhappy customer of yours to be unprofessionally handled and “no alternative accommodation could be found, so can’t assist in an alternative solution”, a poor show of customer service. Despite the “lack of available accommodation”, we have managed to find suitable accommodation to spend the next 2 nights in Johannesburg. I am deeply disappointed in the lack of empathy from Safari Now and willingness to assist when our expectations from the images on your website of The Fairlands Hideout were a far cry from reality as reported to you on arrival. We demand a refund for this accommodation paid to Safari Now. We did not check in or sign any documents at The Fairlands Hideout and as such, have not made use of any of their facilities and absolutely refuse to be forced to stay in an establishment like this on a threat of a cancellation policy. I insist that you send a representative to this establishment as soon as possible to assess the feasibility of such to continue it’s inclusion in your portfolio. You will be sure to receive similar complaints, which can only do damage to your brand in the process. Please see below images from your website as our expectation and images that we were then asked to go back and take to verify our complaint and inability to stay at The Fairlands Hideout. SAFARI NOW IMAGES The images below portray a well kept and clean establishment that we were looking forward to inhabiting for our 2 day stay in Johannesburg. THE FAIRLAND HIDEOUT IMAGES 17 DEC 2021 On arrival at The Fairland Hideout, the owner/manager was friendly and welcomed us in. To be honest, my first impression was that we were being led through the back entrance and possibly the staff quarters! There was no sanitizer in site and with the effect that Covid had on the service industry, one would think that covid protocols would be at the forefront and strictly adhered to. No one was sanitised and no temperatures were taken or recorded. The establishment had not been cleaned, with dust remnants seen on surfaces and did not smell clean. As a self-catering establishment, there is a serious concern for the lack of hygiene and cleanliness. I am sure that they would be closed down if inspected by the Department of Tourism or the Health and Safety board. If SATSA were to see this, they would not get a single star for what they are offering. Place literally falling apart and been tied together Half painted walls and peeling paint work elsewhere Freezer seals perished and surfaces filthy Pots available for use in an unnaceptable condition Food from previous cooking splashes on tiles Cupboards full of dust and food dripped from the counter Fridge doors taped for whatever reason Freezer with old food and not clean Braai are not in a usable clean state Table filthy with remains of food still present and chairs broken Beds concaved from excessive use and linen delapidated and unwelcoming Building rubble and equipment left in place Paint / building material stains on pavers Black mould in the shower Stove filthy with food remnants I am sure the images now paint the picture that we experienced. I do not know if the establishment is under a refurb at the moment, the building material would suggest this. The place is definitely not reflecting what the website images portry and believe they should rather close their doors until such time that they are ready to accept guests once more. It is grossly unfair to have to put customers through this trauma and expect them to stay in an establishment that is honestly a health risk. Please advise soonest as to the refund payable so that this matter does not have to be taken any further. Kind regards, A Pieterse. *** *** Sent from Mail for Windows