****MED BY CTS TRAVEL AND TOURS

My sister made a booking with Asante Mountain Lodge through Bookings.com in November for the 25 - 26th December 23. She then made a separate booking which was not done under bookings.com. There was a contact number - 0723297597 for Charmaine Shirindzi on the website and we contacted that person who gave us the account details where the payment needs to be made. She sent us an invoice and the payment was made. Unfortunately we had to cancel the booking which was done on the 14th Dec 23 (10 days before the actual date). We received the refund, however the one that was an addition to the original booking, payment made to CTS TRAVEL AND TOURS was not refunded. We contacted Charmaine to request a refund. She was rude and unprofessional and told us she will not give us a refund and said we can choose another date. I was forced to choose a date (31 March 24) of which I cannot fulfil now due to unforeseen circumstances. I sent my cancellation request on 05 Feb 24. She is plain refusing to refund us and this puts us in a very difficult situation. Both cancellations were done well within the cancellation timeframe. I asked her to send me the cancellation policy and she sent a document, not a company letterhead and looked like it was typed by a 2 year old. The whole thing was conducted in a very unprofessional manner which is extremely displeasing. DO NOT DO ANY BOOKING THROUGH CTS TRAVEL AND TOURS. Charmaine Shirindzi is a *****ster!