POOR SERVICE/NO REFUND

I had originally booked at the Waterfront Hotel and Spa on the 12th of Dec until the 20th of Sept. I had booked 2 rooms. One with booking.com and one directly with the hotel. Firstly, our stay there was below average. No customer service from check in, no hot water in one room, one water at all in the other, no electricity, no towels, no bar fridge or room service, even though room service is mentioned when booking.

We had to check out on the night of the 17th of December, as my dad passed away from COVID-19. We we promised our refund on both rooms. I then got told a week later that they could only refund me on the room booked directly with the hotel. I was promise my payment would be done on the 1st of Jan 2021 by the FM Michelle - Misty Blue. Up until today I have not received my refund. The GM at The Waterfront Hotel said its not her problem. I have emailed both the FM and CEO, Ernst Jan Hiltemann of Misty Blue and no one had the decency to get back to me. Apparently they have low cash flow, according to the GM Lindi at The Waterfront Hotel.

Absolutely terrible service from both The Waterfront Hotel and Misty Blue Group as a whole.