Vloedbos Camping Site Strict Cancellation Policy

We made a booking at Vloedbos Camping Site outside Caledon on 7 September based on recommendations of family who had camped there previously. We made a 50% deposit to secure our booking. We are a group of 7 families with on average 4 to 5 people per family.

On 12 December we received an alert from our medical aid, Discovery, that Caledon was categorized as a high risk area due to the number of infections and we then reconsidered our holiday plans.

I emailed Vloedbos to request a postponement as opposed to a complete cancellation and they responded with their strict cancellation policy.

“Cancellation Policy Cancellations in excess of 1 month prior will incur a 10% of the deposit paid in administration fees. If the full amount was paid and it has to be refunded a 10% of the full amount paid will be deducted for administration fees and banking costs. Cancellations 1 month prior to the date of arrival will forfeit 25% of the deposit. Cancellations 22-30 days prior to the date of arrival will forfeit 50% of the deposit. Cancellations 8-21 days prior to the date of arrival, visitor forfeits 100% of deposit paid. Cancellations 0-7 days prior to the date of arrival we will charge the value for the full original booking. In the event of premature departure or no show we will charge the value for the full original booking. No refund for early departures. We hold the right to cancel any booking due to non-payment. Any decisions made beyond this arrangement will only be overruled by the Vloedbos Management counsel. Right of Admission reserved.

NB: Vloedbos will not be held responsible - for abrupt cancellations or no show - due to bad weather conditions - Epidemic/Pandemic and Natural disasters/act of God, beyond our control. NB: Bookings will not be moved / refunded due to bad weather conditions, epidemic/pandemic and natural disaster/act of God beyond our control.

NB: All cancellations made due to weather conditions - Epidemic/Pandemic and Natural disasters/act of God, beyond our control, will still be subject to the Vloedbos cancelation policy as stated above. NB: No visitors will be allowed entrance unless full payment has been received. Any dispute regarding your reservation must be sorted out on arrival, no refunds will be done afterwards.”

Considering the current COVID climate I have asked them to be lenient with their policies but till today they have not responded. I took to their Facebook page and came across another patron who was struggling with the same issue. I was shocked by the owners derogatory responses / insinuations by bringing religion and decency into their response. This just smacks of poor ethics and poor customer service.

Everyone is struggling financially. Some people were retrenched or had to take a cut in salary. In other households the breadwinner has died due to COVID. To crown it all, they have been doing major upgrades to various accommodations and facilities on their resort.

The UN Conference on Trade and Development advocated that consumer rights be respected for a refund for air travel or alternatively offer a voucher valid for 12 months

On the CGSO.org.za website it states that Section 17 of the consumer protection act deals with consumer rights to cancel bookings and reservations. It further states that consumers are not to be penalized for a cancellation that is due to illness or death. Even though we may not all be ill or tested positive, the restrictions imposed by the President and the Health department is treating everyone as ill, hence the restrictions. As a result, it is the interpretation of the Consumer Goods and Services Ombudsman that consumers are entitled to full refunds when they cancel due to the restrictions on gatherings.

With the President having instituted lockdown level 3 again, it would only be fair and considerate of Vloedbos to reconsider their policies and be open to a compromise by providing either a full refund or a postponement when patrons feel more comfortable and safer to make holiday plans. Other establishments allow cancelations up to date of booking. Airlines are also giving full refunds.

I find it absurd that they won’t budge from their strict policies. This consideration in my opinion would go a long way in building their brand, having repeat customers and attracting new clientele.