Emfuleni River Lodge & Cafe
Reviews
I called Emogene on the 21 January 2015 to make a booking for 1 night i.e 24 January. She confirmed that she had availability and requested I make a deposit, after which i responded by requesting she send me an invoice. I did not receive any invoice from her after which I sent her an email making another request for the invoice. She sent me the lodges bank details on an email on the 22 Jan at 10h48, but no invoice. In order to secure my booking I made the payment of the deposit at 13h34, the same day. Subsequent to this I requested cancellation of my booking at 14h16, the same day (within an hour after confirming my booking), since my sister went into premature labor. Emogene responded saying that she had discussed my request with the owner but this was against their policy. I requested a copy of their cancellation policy and to speak with the owner. I received no response on either requests. Eventually after numerous attempts the owner, Blanche decided to take my call. I tried to explain the circumstances, the fact that I had cancelled the booking within an hour of making payment and confirming the booking, and the fact that my cancellation was >48 hours in advance of when my booking was supposed to be in effect, and therefore my cancellation could not have resulted in any loss of business. Blanche was adamant that she was not prepared to refund me as this is not part of their policy. I then attempted to reason with her explaining that it is not fair to hold someone to a policy which they have not disclosed to the other party. They had never sent me an invoice or any documentation for that matter, neither is the cancellation policy on their website. However all attempts at resolving the issue in an amicable manner was met with resistance as Blanche had made up her mind that she was keeping my deposit the moment it entered her bank account. She eventually cut the call whist I was talking. Be wary of this place. They are unscrupulous.
Very good place Every one must visit
