I booked a holiday package with Kulula on their website and was only offered a standard room. The value add on stated a free room upgrade so I accepted the package and paid. When I asked about the free room upgrade I was told I needed to be a member of the Hotel. I filled in membership forms and sent through to customer care. Then I was told this is subject to availability of rooms on arrival and may not get an upgrade. So I asked to pay the difference for an upgrade to a sea facing room. I was told no rooms-all booked out. My friend was trying to book at the hotel and the agency she used sent her a confirmation/quote for a sea facing room at the hotel! over the same period!!! So Kulula to me. I sent this proof to them and asked for it to be escalated to the manager. But haven't heard a response yet. Money is not an issue and I am willing to pay for the rooms which are still available. Really really ripped off. And the best part for those of you wanting to book with Kulula, there is no refunds!!! so please beware. Never again... what a nightmare and so much stress for this holiday that I thought would be a breeze.
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