Unsatisfied Client

On the 24th June I saw an advert on Short Left website for a romantic weekend away for 2 specials at the Vaalnest Boutique Hotel. I then went ahead and enquired availability for August and they responded same day that they have space available for the dates (10-12 August 2018). I then went ahead and asked for the quotation so I can process 50% of payments required for reservations, R2200 payments were made on the 26th June and I sent them a proof of payment which they responded with a confirmation of booking voucher.

On the 7th of August I received an e-mail cancellation of my reservation and reason was due to renovations they are going through until end of September 2018 they wont be able to accommodate us. They further asked if I want to reschedule or get my deposit refund back. Unfortunately I had taken leave from work for the 10th August for this weekend so I opted to get refund so I can make bookings elsewhere. Since the 7th August I have been calling and sending e-mails following-up on my deposit refund but the only answer I get all the time is our directors have to approve release of your money hence the delay. I have sent e-mail on the 7, 8, 13, 14 and 27 August and none of them have been responded to, the only feedback was over the phone with the manager who is not helping enough as he tells me the same story over and over again that his Directors are out of the country and that's least he can do by forwarding my e-mails to them. As I write this mail I just finished calling them and got so frustrated as the feedback is still the same. It has been over a month now and still haven't received my refund, the costs also involved in contacting them is just too much and frustrating. I'm not sure how many clients who had made reservations have the same issue as mine, which makes me think they are still taking bookings using our monies for renovations.

All I wanted from Vaalnest Boutique Hotel was refund of my deposit as service promised to deliver was not delivered, and as a paying customer I don't believe I have to suffer to get my money back for cancellations made by them. I believe by June they knew they will be having renovations done until end of September. I'm not sure who and how do I report them in the Hospitality industry, maybe they can futher investigate as I still believe there are more people like me who were ****med by Vaalnest to cover their renovations costs.