Poor Service and Misleading Adverti*****t at Mon Repos Guest Farm

I am writing to formally escalate my complaint regarding the handling of my recent stay at Mon Repos Guest Farm, booked through Afristay, as well as my subsequent interactions with customer service representative, Stacey-Lee James. Despite multiple attempts to resolve this matter directly with Afristay, I remain dissatisfied with the handling of my concerns, and I believe it is critical to hold Afristay accountable for the lack of support in achieving satisfaction resolution.

The Afristay advert includes: WiFi, Restaurant, Selected DSTV Channels and other activities

I stayed at Mon Repos Guest Farm from December 24 to December 26, 2024. During my stay, I encountered several significant issues, including:

1. Non-Functional WiFi: The WiFi in the rooms I booked was non-functional, severely impacting my ability to meet work obligations. I reported this issue within six hours of my arrival, yet it remained unresolved throughout my stay.

2. Misleading Information: The adverti*****t for the property claimed that all rooms were equipped with air conditioning and DSTV; however, the rooms I booked were only equipped with fans, and the television service was limited to SABC channels.

3. Inadequate Restaurant Services: The property advertised restaurant services, but upon arrival, I learned that only breakfast was available. Additionally, I was informed that self-catering facilities were not allowed, leaving my family and me without adequate dining options.

Despite my prompt reporting of these issues, the responses from Afristay were delayed and inadequate. I was led to believe that my complaint would be addressed within 24 hours; however, it took five days for any substantial communication to occur. This prolonged delay left me feeling neglected and frustrated.

Furthermore, while the host admitted to the non-functional WiFi and inaccuracies in the adverti*****t, Afristay has continued to shift responsibility back to the host. It has been suggested that I pursue resolution directly with the host, which is unacceptable, as my agreement is with Afristay, not the individual host. Afristay has a responsibility to ensure the accuracy of listings on its platform and to resolve issues fairly.

I have previously requested to escalate this matter within Afristay but was denied the opportunity to pursue further discussion by Stacey-Lee James.

I expect Afristay to take accountability for its role in this matter and to provide a resolution that adequately addresses my concerns.