Misrepresentation/False advertising by Zebula Golf Estate and Spa

It’s a pity I can’t give 0 stars but anyway,

We hereby wish to state our greatest disappointment at Zebula lodge and staff

We booked a weekend check in 20 August - 22 August on my wife’s name Fatima Bhamjee

Folio F965

Thabo assisted and we requested a room with a heated pool, on email we confirmed this, as we took an inferior room type so we can have a heated pool.

Upon arrival the pool was cold, we queried this, and waited for feedback

From 13:30(as we paid for an early check in) - 19:30pm we were shunted around awaiting feedback from maintenance and the so called GM who never bothered to contact us.

Thabo tried asssisting but to no avail, we waited several hours for him to call us back

Thabo said the heat pump can only be resolved on Monday as it can only be sourced from Johannesburg

We told he we considered him moving our room but he was unsuccessful

The oven in the room refused to switch off and there was no hot water( house 89 )

Around: 16:00 on Friday 24th August 2021 At this point I was fed up and decided I’m going to check out , which I did tell Thabo at 4:45pm at reception, if this can’t be resolved, I will be checking out (which he agreed and failed to mention he cannot guarantee a refund)when he made us wait 45min at reception for someone to go check at the room, which nobody did.

Thabo offered us 10% discount and free breakfast but I’m sorry, it wasn’t what I requested

I could’ve chose room 156(with all bedrooms under 1 roof) instead of taking the inferior quality room

19:45 I called Thabo and advised him, he said, “Aah, no man, don’t do this” I explained to him, I wasted my weekend, my time, booking at Zebula, and waiting for feedback, hence I’m going to check out,

When I check out, about 20:30, the gentleman at reception(Joel) put me through to Thabo on a call, and Thabo stated he can’t guarantee me a refund.

I mean I CHECKED OUT, I never stay the night, after all the lies and false promises

Now please advise the following:

Why can’t I be refunded as Thabo made a mistake with confirming a heated pool?

Was I at fault??

Maintenance were aware from previous Monday the element was faulty, yet Thabo confirmed it’s heated when making confirming my room on Tuesday, where is the communication??

I called on Monday 3 times leaving messages and waiting for Thabo to call back, Tuesday same story, I called about 5 times and finally received a phone call at 19:20

24th August 2021: 19:20 Thabo calls me and says as per cancellation policy I can’t be refunded as they were going to fix the pool on Saturday, now they changing their story, I would’ve considered staying if I was told this

- What compensation I get for Friday? - He assured me on email it has a heated pool, yet the guest must still pay for their mistake

Where is Zebula’s customer service?

Why can’t Zebula understand I am not at fault, Thabo is, as he confirmed this on email and yet failed to deliver

I am utterly disgusted at the service given to me at Zebula, as I am not at fault, I wasted my weekend coming here, had to go stay somewhere else, waste my entire weekend, and no effort for customer satisfaction

We therefore should be given a refund and a discount/credit or some compensation as my entire weekend was spoilt by Thabo’s and Zebula’s incompetence, lack communication amongst guest and staff, failure to be considerate to their guest, and don’t care attitude

Now Thabo says Zebula guys were going sort the pool out next day, but when I queried he told me it can’t be sorted, Thabo is now changing the story, lack of professionalism from Zebula

Why is the guest/consumer bonded by Zebula’s terms, but Zebula can’t even keep to their word and now the guest/consumer must suffer

I mean it is not the guest/consumers fault their is a lack of communication between maintenance and reservations

No effort even made from Zebula to try and make up with guest, maybe offering another weekend in that House with a working heated pool.

Either the way the Zebula is in the wrong for false advertising and misrepresentation

I have called almost 8 times since last week for the GM as stated below, yet he hasn’t responded to me or called back

24 Aug @ 15:59 - left message with Vuyi 25 Aug @ 09:12 - left message with Clatus 25 Aug @ 12:15 - left message with Babeza 26 Aug @ 10:00 - left message with Clatus 26 Aug @ 13:18 - left message with Rafilwe 27 Aug @ 11:32 - left message with Clatus 30 Aug @ 13:26 - left message with Clatus