NA
Google
Although I did not end up staying at this property, I was a little disappointed by how they handled my unavoidable need to cancel or change my reservation.
I made the booking the day before I was supposed to stay. Unfortunately, immediately after making the reservation, I suffered a serious accident, broke a bone, and was hospitalized. I explained the situation and asked whether it would be possible to cancel the reservation, or alternatively, move to a later date.
The reservation site’s policy clearly stated that accommodations are required to offer maximum consideration in cases of unavoidable circumstances such as hospitalization.
At the time I made the booking, there were multiple beds still available for the original date (meaning no one lost the opportunity to book because of my reservation), and I had also confirmed that there were plenty of vacancies for the date I wanted to change to. Moreover, it wasn’t as if I was trying to change a reservation made long in advance—this was a reservation made only a few hours earlier. For these reasons, I expected a flexible response.
However, what I received instead was a rigid message stating: “No changes or cancellations are allowed within 14 days of the stay, and the full amount will be charged.” I asked whether not even a date change was possible, but received no reply.
I explained my hospitalization to the other accommodations I had booked for this trip, and every one of them graciously allowed an exception—either a cancellation or a date change. This property was the only one that refused any form of accommodation whatsoever.
I had looked forward to staying here because of the good reviews, but after realizing how cold-hearted the owner was, I no longer wished to stay. When I later recovered and visited Hermanus, I chose a different place to stay.
I fully understand that non-refundable policies exist as part of doing business. I also feel sorry for that sudden change/cancellation request due to the accident on my side. However, based on their response in this case, I was left with the impression that this property cares more about making money and has less consideration for the circumstances of its guests.…..that response was a bit sad and shocking when I was on hospital bed and still tried to contact the property with the injured hand.
Based on the reviews, I do believe this accommodation is a nice place to stay. However, I would recommend making a reservation at the last minute, so that their rigid cancellation policy won’t affect you.
