Complaint Review: Lemoenkloof Guest House

Upon a rushed check in, into the lemoenkloof guest house in Paarl, we did a quick inspection of the room and found out that the room was dirty (beds were made) and the bathroom had pieces of used toilet paper on the floor. We left our luggage at the hotel and rushed out for our appointment.

While there, we tried to contact the Lemoenklook guest house manager on duty who didn't answer her mobile phone. We contact the booking agent who immediatley responded, saying she's checking into the matter and followed up a few minutes later that she had spoken to the lemoenkloof guest house manager and that we will be shown another two rooms upon arrival back to the guest house.

When we arrived, we were shown two other rooms. The one room had beds that were unsuitable for sleeping and we were promptly taken to the second room, where the beds were inspected and were found to be in good order. We checked the bathroom and the room itself, and things seemes pretty ok.

I walked over to the first room we checked into to pick up the luggage and upon return to the new room, my wife showed me that the pillows were covered with blood stains and the duvet cover has marks/stains which looked like c*m stains.

We informed the attendant on duty that we can't stay in such condition and promptly left the establishment. In addition, text messages with the photos were sent to the manager without any response. The booking agent was also notified and when we requested her to process a refund she said that only the owner can do it, and he is away. 

We found another hotel down the road, check into it and had absolutley no problems with it.

After hearing nothing from anyone at lemoenkloof guesthouse in Paarl for over 6 weeks i followed up again with the booking agent. She cc'ed the owner to this email and "suddenly" it was important for him to resolve the matter.

After an email exchange of 2 weeks and a couple of phone calls, it was clear that owner is not prepared to offer a full refund even though we have not used the rooms. He managed to insult my wife and call her "Mentally Unstable", which I found to be completely distasteful.