We booked a holiday for 3Adults, 2Baby's, via a trusted agent, who secured an apartment with Umdloti Letting. After paying the deposit and before settling the balance (as per t&c's), our agent advised us to pay the settlement directly to Umdloti Letting. I phoned Manuela Pitt, requested an updated invoice. She suddenly realised that the 3Adults are not a "family" and that's a problem (they only do "family bookings". Upon my question as to where that was ever mentioned, I was told it's their rule. I reminded her that we clearly requested 3 seperate rooms, as the adults are not prepared to share. I requested to speak to the manager, who called back, telling me that they will honour the booking, but added another "rule": We need to pay R2000 breakage fee instead of the R500 stated, as the adults are "under 25years of age"! (ages are 20-21) Upon my request that the documentation stating this "rule" be sent to me, he rudely told me if I'm not willing to pay this, I'm not trusting my kids and he will cancell the booking and refund us. I phoned my agent, explained the incident and they confirmed that ages/relations were never requested and this is totally unacceptable.
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