Refund refused despite horrid conditions of hotel. Innscape Classes hotel Cape Town

The New Tulburg hotel

Dear Travellers. Allow me to save you money, a headache and your time. This hotel will rip you off, give you below par service and a filthy room to stay in. Then take all your money when you request a refund upon seeing what the actual place is like despite what’s advertised.

Hotel is not at all what it looks like on the Web, it poses health hazards and security risk and needs lots of cleaning, maintenance, security and parking before it can be called anything close to a hotel.

Cancellations policy states Early departure – Should you wish to amend your departure to an earlier date, 100% penalty fee will apply. We will however re-consider this depending on the reason for the early departure. Ms R called GM and informed him about the unsatisfactory state of the hotel. •Saturday checked in by Ms E •Email was sent to GM and he never responded, I sent an email to him and to reservations but received no response. Here’s what I’ve experienced and why my early departure is valid, a prolonged stay would have undoubtedly gotten us sick. GM have to respond immediately to resolve any situation arising at any hour. However they will do just the opposite.

Room 1

- Entrance had filthy carpets and curtains with cigarette burns and mould. - Room was not clean, chair broken and a sticky desk by the television. - Room smells like vomit and cigarettes. - Toilet not clean, shower with mould and grime. - 1 small towel in the bathroom. - Extremely filthy Air vent. And black dirt in every corner of the room. - Duty Manager moved me to another room where carpets just been changed with a residual glue stench. Had to sleep with the air conditioner on just to survive one night. - Room 2

- Door lock on the window broken - Looking outside the window, there was filthy, broken windows and lots of cigarettes buds and pools of dirty water. - Towels were only brought into the room 20min later. - I indicated that we need to leave as my chest felt heavy, my child’s lungs were taking strain as well, I called Ms E and she was convincing us to stay until Mr E (General Manager) I also sent an email which he never responded to. - Ms E suggested a different room (Suite)

Room 3

Ms E was told to move us to a Suite but by that time we were far too exhausted to be moving our bags back up to yet another room just to get the basic service a hotel should offer in the first place. Reluctantly we went but the 3rd room was still not worth making the effort to move in to. So we stuck with room 2.

Another Email was sent to Reservations and GM all emails received no response. MS E was not in position to refund us, as she mentioned that GM is the only to make a decision and she mentioned that this will impact their revenue we should check on Monday when everyone is at work.

Next morning Sunday i checked out and Ms E still manager on duty, she took out a check out sheet and amended the date accordingly, still stating that Mr E GM is the only to decide on the refund and that he is off duty. I wrote ANOTHER email and received no response. Ms E confirmed that she spoke to him on his cell but no confirmation about my refund. I then wrote another email but no response from the GM, Mr E, Ms E also mentioned that Ms R can be able to assist.

I had to go and buy prednisone and nasal spray and cough mixture to ease up my chest just to feel better after we had left. A prolonged stay will definitely get you sick.

Monday morning I called the hotel asked for Mr E (not available) and Ms R told me she has to speak to Ms E who was on leave coming back on Tuesday. The red flags started to become so much more than apparent at this point. This is deliberate *******.

We have a right to a clean and safe place to sleep. Especially in a place we’re paying to sleep in after a long travel. •Tuesday I called and Roche answered, both Mr Eand Ms E were still on leave. That same day I got a call from the hotel giving me a message from Ms E that I’m not getting any refund back. •Wednesday @09:00 I called Ms R requesting to speak to Ms E I was then told she is busy checking the rooms. Then when I called again in the afternoon I was told she was actually never at the hotel. •I called at 12:00 Roche answered and told me both GM and Elvina are busy . Thursday @09:00 I called Ms E and she furiously expressed that she had no say and the final answer was no. •I called again and requested my invoice and what a surprise that after all the headache I was still charged for the 4 days which I did not even spend at the hotel.

I want my money back, I’m not going to be used for recovering revenue for any services. No one must be taken for a ride, especially when it comes to something as simple as a hotel to sleep in when you’re exhausted from travelling. Filthy business and I hope no one else gets ****med the way we have.