I am very dissapointed with the administration service of the Merchant Hotel at Lake Umuzi situated in Secunda. We booked for accommodation for two rooms (check-in 21/12/2012-23/12/2012 check-out), Reference no: 34498 on the 27/11/2012, and paid the total booking amount in full (R 3000.00) on the 29/11/2012 (it is R1500.00 per room for the two nights), due to unfortunate circumstances, we cancelled on of the rooms with proper notification on the 18/12/2012. The reservatuion management, a lady Mrs, Koekemoer, acknowledged the cancellation, and made promises that the refund will be in a weeks time be finalised. We followedup countless times telephonically also, and was given the response that the owner of the establishment is the only person that can do refunds and, will be doing so, after his return for vacation. What poor process, to hear, thats how the refund processes work, Furthermore, today is the 22/01/2013, and stil no refund, we followed up again, were again told that the owner, will release the refund only maybe next week! What sort of an establishment is this that takes you money, and with resonable cancellation notification, cannot refund you?? with money that beongs to you?
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