St Eve Lodge

Extremely Disappointing Experience – Would Not Recommend

I booked accommodation for a group of 11 ladies attending a conference in Bloemfontein from 7–9 August. The booking was confirmed in April 2026, with an agreed payment deadline at the end of July. However, the lodge repeatedly insisted that the Airbnb booking could only be secured if payment was made immediately, so I paid the full amount in May. Just two weeks before check-in, I received a message through Airbnb advising that they could no longer accommodate us due to construction. This was despite the booking having been confirmed for months. I attempted to contact the host, Yvonne, several times but my calls went unanswered. When I contacted the office, I was simply told there was "nothing they could do." What made the situation even more concerning was the conflicting explanations I received. I was told the lodge would be closed, yet at the same time I was informed that rooms were needed for other guests and that only our rooms were affected by construction. Reasons mentioned included air conditioner repairs and a smelly drain. Meanwhile, I noticed that accommodation was still being advertised and rooms appeared to be available at significantly higher rates. I was further advised that I would not receive a full refund because of Airbnb-related costs, despite the cancellation being initiated by the host. After repeatedly being told that nothing could be done, I escalated the matter to Airbnb. The Airbnb agent reviewed all correspondence and interactions and ultimately cancelled the booking on my behalf. Surprisingly, only after Airbnb became involved did the host message me to say that, after "careful consideration," they would allow us to stay and that I should not have cancelled. The entire experience was stressful, unprofessional, and poorly handled. A booking for a large group, confirmed months in advance and fully paid, should never be put at risk two weeks before arrival. Communication was inadequate, accountability was lacking, and the explanations provided were inconsistent. I had seen a similar review before booking and unfortunately chose to ignore it. That was a mistake. If customer service and reliability are important to you, I would strongly recommend considering alternative accommodation options.