Strand Guesthouse, Strand, Western Cape are the biggest rogues ever

We booked Strand Guesthouse in Strand, Western Cape on 3rd January 2023 for my family of 5 & my mother in law, biggest mistake ever in this lifetime. We were ****** by them for accommodation that didn't meet the basic standards of hygiene as they were false advertising their Guesthouse on booking.com & i got fooled thinking it's a warm & cozy place which would suit our basic needs on our holiday to the Western Cape.

Hi..I'm from Durban & was visiting Gordon's Bay all the way to Bloubergstrand on our Annual vacation(our 2nd trip to the Western Cape).It was my wife, 3 kids(8,13,17) & my 74 year old mum.

I booked strand guesthouse via booking.com after browsing through the website on 3/01/2023.The pictures on the website are worlds apart from the reality of it & not a place that i felt could accommodate my family in sense of space but most importantly hygiene.I was told I could be there at 12pm on 3/01/2023 by an email sent by booking.com cos we had a long trip from Durban & needed to bath,etc but when we got there the lady says she can only allow us in after 3pm & she wasn't informed about us being early.we stood outside the premises over 10mins before she even came to the entrance & mind you we pressed the intercom & a guy names Lloyd answered & said someone will be right out.We entered the premises & were disgusted by how untidy & dirty it was.The outside was an eye sore. What really got to me the most was how unsanitary the inside where we supposed to stay was so we walked out & asked to speak to someone in charge. The person we spoke to Lloyd told us to please give him some time while he sorts the situation out after we explained our issues with Strand Guesthouse. He called back about 40/45min later & told us to come to the other premises which is also worlds apart from they pictures on the internet as i did check when we were back in Durban.we got there and again explained the situation & they pretended to be sympathetic which we realised afterwards cos they knew they had to string us along just so we wouldn't suspect the pathetic & uncivilized way they would treat us the next day.we were told we could only stay for 3 nights there for the amount we paid via booking com(R8789) but we explained we would like a refund from Strand Guesthouse to which they rep**** that booking.com will have to refund us as they do not have the funds & cannot pay back what they haven't received.They reassured us that they have no problem if booking.com wants to refund us.We agreed to pay them in full(R2400 + R1000 breakage fee) for the night as we were tired & had kids & my 75yr old mother with me in the hope which they gave us that we will be refunded..This place wasn't a place i could have stayed for the week as it was also untidy & very small,not a place anyone would want they family to stay in especially while visiting the beautiful Western Cape but we had to just to rest & recharge after the long trip we made.Next morning we spoke to those in charge,Lloyd & another guy & was again reassured that as long as booking.com wants to refund that's fine & they have no issues.I emailed booking.com & they response was they waiting for permission from Strand Guesthouse so they can refund me.We left 4/01/2023 with the same reply from them stating booking.com will be paying me back in full according to them.. in no moment were we told that they would not be approving a refund as they insisted that booking.com will be refunding me.I got an email from booking.com stating the Guesthouse refused to allow them to refund me. We go back on 5/01/2023 to speak to them regarding the matter & we were treated like we were ********s,like nobody's. No legit business treats people in that way as respect for other & customer service is so important.We rang buzzer so many times & no-one came out even though they were upfront & so many people walked by which we saw through the gate but we were ignored for almost 10 mins.When they did come to us we asked to be allowed in but we weren't had to stand on the pavement behind a locked gate. We are humans & i felt so disappointed & hurt to be treated like garbage.I did record everything they said via video & voice recording to have proof that they said booking.com will refund me & also to protect myself & my family incase they became violent.so another lady showed up & said we aren't getting a refund as they refusing it(an extremely rude & unprofessional lady we never heard from or saw till that moment) & the guys there should have informed me- we did tell her that's not what they said & they even confirmed they told us we would be refunded & booking.com will be paying me back..Even the other guy there stated he did tell us we would be refunded & we also called booking.com customer service & the lady on the line heard the guy Lloyd say we would get refunded by booking.com.I do not remember the other man's name but he even said he will see what he can do & call us back. Till date i have not received any calls,messages,nothing from Strand Guesthouse. If I was told I wouldn't be refunded why would I pay again to stay there. They are ****mers & are trying to rob us cos they automatically changed what they previously said but I do have proof that we were told many times booking.com will refund me.

I contacted booking.com customer care & the ladies & man that I spoke to were all willing to help & even transferred my call to they seniors who also tried to get me a refund but the Guesthouse refused even then.

We really had such a miserable holiday as we had to use most of our touring money & fuel money to pay for another accommodation elsewhere.we even told booking.com & the 2 men who promised us we would get refunded that we needed help cos our money has been used to find accommodation & stopped us from really enjoying everything the Western Cape has to offer.Our experience really made the days there stressful & we were really disturbed at the treatment we received.

Strand Guesthouse & they other premises should not be in any website as they are false advertising they accommodation. It's totally unsanitary as the one we stayed the night has rats cos they ate my busciuts & tried to get into my bottles but luckily it was just that 1 night.

False advertising is a crime. I even feel the ill treatment we faced was a crime.