SafariNow and it's disgusting lodges

I made a booking at Ga Mavhete Lodge via SafariNow as I expected them to be a reputable agency.

In the week prior to our arrival, I had called Ga Machete Lodge twice to confirm our booking and things such as check in (as we were driving from Johannesburg) time as well as breakfast queries etc. They confirmed that they were ready for our arrival and advised that they have received a deposit paid by us.

I asked the management, when full payment should be made and they advised that as long as it's before check-in. I paid the full amount on Wednesday the 25th through Safari and mentioned this to management. They mentioned that it will take time to reflect on their side but it really isn't an issue. I also paid the deposit through Safari.

We finally arrived at the lodge at around 21:45. Upon arrival, the "receptionist" informed us that he had issues with people refusing to check out and these people were occupying our rooms. I feel already that is a violation on their part and should have nothing to do with us. He then mentioned that they are alternatives he could provide for us (family suite and other standard rooms including his own room..who knows how clean that room is). This is not what we wanted, we wanted separate rooms for a reason, not a family suite. I shouldn't even have to explain myself on why we didn't take the alternatives because that's not the point. The point is we didn't get what we paid for.

Another issue is the hygiene, there are rats in these units and ******s on display as if the accommodation is for other reasons.

Due to the above, we unfortunately had to look for other accommodation and were lucky to find something beautiful and at the same price as Ga Machete. We would like to receive our money back.

Unfortunately, one can not get through to SafariNow and they don't even respond to messages. Ga Machete management has been avoiding me since Friday night..disgusting