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I booked accommodation on Booking.com at 10 On Cape Self Catering Apartments in PE. The pictures of the apartment on booking.com look lovely and amazing. The outside clean. After booking I called "10 on Cape" to check if the accommodation is ideal and was assured that it is ideal. When I arrived at the venue it was not ideal and below my expectation. Reasonably I called 10 ON Cape and emailed them and sent an sms advising them that I am cancelling my booking(I have prove of this).

I obviously was disappointed and worried that now I have to look for other accommodation after having driven all night to find that the place is not ideal. Being new to PE I started looking for accommodation tired as I was. Later in the day a lady called me and asked if I can cancel the booking on my side which I did. She assured me that I will get my refund on Monday the 6th of March as the accountant was only available then.

On Wednesday 7 March I followed up via email as I did not get my refund. I just got a message saying the owner has decided not to refund me. I called them and a lady told me that because they did not get another booking on these days I therefore will not get my refund but the owner is the decision maker.

What I do not understand is that 10 On Cape does not consider the inconvenience they have caused. Neither did they on Monday tell me that they are not refunding me and reasons. I need my full refund as I was forced to look for and pay for other ideal accommodation on the day in question. I feel scammed. There is no better way to describe it.

I have since called 10 on Cape and they are no longer answering my calls or my emails. I was advised to send an email to the owner's attention but the owner has not acknowledged receipt of my email but has quickly made a decision not to refund me without informing me. Customer service is poor in this regard.