GATVOL! WORST HOLIDAY EXPERIENCE EVER!!

<div>Terrible incident &amp; ******** treatment received at Beside Still Waters Boutique Hotel, Glen Ashley, Durban from ++++++ who are unfit to be hotel hosts. I checked in around 6pm after driving from Joburg - 8 hour journey. There was no reception area/staff. The security guard gave me a form to sign with their Ts &amp; Cs &amp; gave me the keys. The form included a point about right to admission to the property which seemed standard to any property. That night I noticed the following issues but nowhere to report it immediately: 1. No TV satellite channels were working or not connecting to the aerial as stated on the TV 2. Badly stained bed spread, sheets and towels, cigarette hole in the bedding sheets 3. Window was a sliding door &amp; burglar guard gate which had no key to lock it. It was left unlocked that night (security issue). I was on the ground floor &amp; my unit was No. 1 situated in the parking lot! 4. Photos on booking.com for the luxury double room didn't match the actual room I got. All the room photos are in black &amp; white but the configuration of the room it is different. I would never book a room that shows a tall fridge blocking the mounted TV 5. No telephone and hairdryer was present as stated on my booking confirmation 6. Continuously loosing wifi connection every few minutes 7. Broken toilet seat which can cause injury 8. No cellphone reception in my room at all 9. Next day, I wanted to use the pool but the pool cover was on for the whole day. 10. No reception area, you had to deal with the rude owner who lives on the property. 11. I got no sleep after a long journey as guests &amp; staff were talking at my room constantly waking me up every hour. Upon letting the owner know about the room issues she insisted I describe it all to her &amp; refused to come see the issues saying she is too busy &amp; will send the manager. It seemed like she was used to these complaints &amp; was very uninterested, defensive, accusatory &amp; rude. When I told her about the noise at my window &amp; how tired I was she said I need to understand this is a business &amp; hotel which is obviously noisy all the time. She assumed I wanted another room &amp; stated she absolutely can't give me another room as they are fully booked yet I didn't ask for that. Her attitude &amp; body language showed how unwilling she was to rectify anything &amp; total disregard for guests who need rest. When she heard that I was resting in the room &amp; leaving at 13:30 she got angry again &amp; said the rooms have to be serviced by 12 latest everyday. I never came across any accommodation who puts their rules over the comfort &amp; rest of the guests! If I couldn't sleep with all that noise how could I have been out of the room before 12? They don't let you know the rules in advance so we can abide by them. This place is full of unforeseen rules and accusations! ++++ kept saying I booked through agoda which angered her even more. I got the impression from this incident &amp; online reviews when you book via third parties you get this room that is in the parking lot with terrible issues as the rate is much cheaper than their normal rate of R1180 per night per person as emailed to me. I had to find the manager myself to report all these issues. As we started sorting things out, +++ came in &amp; started causing a fight. She told the manager to leave as he has more important work in the restaurant, obviously the restaurant is their priority &amp; not hotel guests. Ironically their restaurant is called 'Gatvol'! That is exactly how you feel when you stay at this place! When I showed her the stains on the bedding &amp; towels, she said there is nothing she can do about that &amp; accused me of having a visitor who stayed overnight &amp; said we caused the stains. I have proof that's a lie. Lots of complaints online about their rules which is definitely true. They seem very paranoid. She accused me of bullying her &amp; being abusive when all I wanted was for my room issues to be fixed so I can spend the 2nd night there in peace. She said online photos will not match the unit you get as they have many units meaning you can't trust what you see on booking.com as its misleading when you booking a specific room type. When I arrived I went into booking.com to that room type to view the photos again but the luxury double room type disappeared from the list of rooms even when I tried to reserve it 3 months in the future which is very odd. I could no longer see the luxury double room &amp; photos! Yet the owner claims there are many units listed under the luxury double room. ++++ asked me to leave my unit unlocked when I wanted to go out yet all my belongings were in the room. When I refused saying that's a security issue she insisted she keep my keys while I go out. Very *****! Why would I do that after this outburst from her? She can't be trusted! When I refused she said she is evicting me &amp; reserves the right of admission &amp; pointed out the form I signed on check in. As a guest you have to keep your keys you were given if you are occupying the room. She was clearly the bully! ++++ first told me if I don't like the room I am welcome to leave &amp; I said I didn't want to leave as I booked for 2 nights &amp; paid in full. I told her &amp; the manager if they don't want to fix any of the issues I will still stay the 2nd night. She then insisted I leave immediately. I told her I will not leave &amp; if she insists she has to reimburse me the full amount for the 2nd night which I did not use. She refused &amp; called a lady on the phone, +++++. I was only allowed to speak to ++++ on +++++'s phone while she was breathing down my neck &amp; very intimidating. She refused to give me ++++'s number so I could sort out the refund. +++++ said I have to contact booking.com for ++++'s number or call booking.com to get a refund, both were impossible as +++++'s number is not on booking.com &amp; there is no number listed to call booking.com! The owner sent me in circles with no solution &amp; **** to get me to leave. I asked ++++ how much I will be reimbursed &amp; when will I get the money back. ++++ was also very defensive, non-cooperative &amp; rude. +++++ kept screaming at me to give back her phone preventing me from hearing what +++++ was explaining about refunds. The phone was yanked out of my hand. This behavior from a hotel owner?? Both of them had no regard for customer service or helping to sort out the situation &amp; made things worse. Her behavior was totally uncalled for. They also expected me to wait for the manager indefinitely while my holiday time was being wasted. They say the manager has to be allocated to the complaints! What nonsense! The owner eventually gave me portion of the money owed to me &amp; said I have get the rest back from Booking.com/agoda which was impossible &amp; ++++ said they refuse to refund me the rest as they believed there was guest misconduct which there certainly was not! How can raising valid room issues be seen as guest misconduct? When I asked +++++ what was the misconduct specifically she never responded. +++++ called her security to force me out for no reason &amp; didn't reimburse me in full. This is ******* and uncalled for! She had no grounds to do this! This incident wasted my time &amp; money, ruined my holiday, caused emotional stress &amp; finding another accommodation. I have never experienced such a bad incident at any other accommodation locally/internationally &amp; I am a regular traveler. How is this property still operating? They also changed my booking on agoda without my consent. They make you sign a paper on arrival which is left with security so the owner doesn't get involved stating they reserve the right to admission into the property thus allowing them to kick you out at anytime. The reviews I have seen after my stay on booking.com, tripadvisor, hellopeter &amp; google are also evidence from 3 years ago to date of people who experienced the same. Lots of complaints about her rude behavior, poorly maintained rooms &amp; lack of care for the hotel section. The owner's responses to all the bad complaints online show her defensiveness, outrageous attitude, how unprofessional &amp; aggressive she is towards guests &amp; complaints. When you complain you get told to suck it up or get out so they can keep the non refundable money &amp; save on expenses. Strangely, I am unable to post a review on booking.com. This is probably why they get away with these incidents. I did stay one night so I do have the right to post a review. See photos below</div>