I made a reservation through TravelGround for a self catering house in Shelley Beach for the 6-8th Sept. Then I received an email from their supplier informing me I would now be dealing with them directly. Came as a bit of a surprise as I was not told I would be dealing with another party but nevertheless then started communicating with the South Coast booking agency. Today I phoned to ask about their breakage refund policy - and was informed I would only be paid back in 7 - 14 days - which is unheard of. I spoke to an incredibly rude manager who told me if I don't like it he will cancel my booking. End of story. I was in utter shock at how badly I was treated as a client and contacted my original booking agency - TravelGround - Michelle Fourie. In less than 30 mins she had everything sorted and informed me that TravelGround would refund me the breakage deposit within 3 days of my departure. All I can say is thank you Michelle for your wonderful service and for turning a nasty experience into a more pleasant one as it was from the beginning - approachable, friendly and willing to go the extra mile. Fingers crossed the rest of the weekend/holiday will be trouble free now.
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