TRAVELGROUND -HELL

On the 25th October i was in a frantic trying to secure accommodation for my family as a previously secure established bailed out on us. I found travelground website and continued to search and eventually found something that i like. I reserved and confirmed "Silver Moon" in Pennington. Paid the R8400 required immediately and i received confirmation of booking around 13h26 same afternoon(travelling day). Drove to South Coast (4hrs) onroute attempted to send message (around 21h00) to (lorna - contact person at Silver Moon) notifying them that we will arrive an hour late - which was an hour outside their set times for key collections. We get to Eden Rock Main gate at 11h40 only to be told there is no key left for us and therefore we cant be allowed onto the premises. I call the number that was given as contact person im not lying about 20calls were made no answer, several more calls made to Emergency number at Travelground no answer. The poor guard tried his outmost to help us he than gave us a number for the Supervisor/Caretaker of Silver moon there too no answer (not that i blame them it was pass midnight people are sleeping). We were forced to sleep in our cars on the side of the road!!!!! Coz driving back was too much and we were tired. With what seemed like eternity morning came and we proceeded to call Lorna ***) still no answer however when the security guard called her she picked up and when guard told her that there are people waiting for her since day before she dropped the phone.i than used another number to call her and she picked up and she was sooooo RUDE SOOO UNCONCERNED about the experience that we had endured she than threw tentrum that she didnt get no notification from Travelground nor did she see any missed calls from me (LIKE REALLY). I had to actually beg her to send her my confirmation that said i had book and paid. She than said Travelground made a mistake taking my booking as they dont do same day bookings its a RULE. Now im the customer and i dont have privilege of going through their SLA so i dont know about this rule. All i know is i Paid got confirmation and yet i slept on the side of the road. Thankfully the establishment Manager was called and she rushed to our aid though she did indicate that Travelground hadnt notified her as a result she wasnt prepared for guest this weekend but she would allow us to check in and she will follow up with Travelground. She was our LIFESAVER this lady. she looked after us and we manage to enjoy the one day we spent with her. After numerous calls and emails eventually got a call from agent of Travelground who interrogated me about days events which i did coz at this point all i wanted was my money back for the day i spent on the road. Lauren Summer my allocated agent at Travelground never called to apologise or acknowledge my emails and calls sent to her. When i eventually spoke to her on the 30th November requesting update on refund she was rude and indicated that she sent email about refund and "you must wait you will not get your money now normal banking practices apply" . Eventually i got my money back that im happy about. BUT THE SERVICE AND EXPERIENCE I RECEIVED i will never forget.