EXTREMELY POOR SERVICE

We, as a family, own a high season week during December at Dikhololo Resort (3 chalets) and have been going for many many years and never had any problems. However, since Vacation Management Services got involved it has been a nightmare. At the beginning of this year we queried our vacation date being, 4 January 2019 to 11 January 2019 as the Gauteng Schools are reopening on 9 January 2019. We were advised that the dates are not correct, they received an e-mail from the Dept of Education and we are not to worry as the dates will definitely change. In September I again queried this as the date did not change. Since the beginning of September I have been struggling to get a proper answer out of them. On 19 October 2018 I received a letter after many telephone calls and correspondence to them. Conveniently, they do not answer my questions but instead I am referred to my agreement and the Dept of Education. I am paying for a high season full week to enjoy with my family and am now being penalized for them not doing their work properly. In all the years this has never happened. They even state in their letter that "Next Year's usage make for a more pleasurable experience that you can look forward to". How does this make sense when you cannot enjoy a full paid high season week when the schools are reopening on 9 January 2019. You book in on a Friday after 14h00 - thus leaving you with Saturday, Sunday and Monday 3 FULL days yet you have to pay for 7. Vacation Management Services confirmed that this is not fair but do not do anything about it. They are not interested in assisting or providing alternatives. After all the years of being assisted in a professional manner when dealing with Dikhololo Resort directly regarding any query, I now find my experience with Vacation Management Services as extremely poor. They are not interested in paying clients just as long as you keep paying and do not dare to complain – they will in any event not even assist. I corresponded with them again this morning, no surprise, no reply. This is totally unacceptable and unprofessional to say the least and just confirmation again that paying clients do not deserve the courtesy of a proper reply, only excuses.