MISREPRESENTATION AND BAD CONDITION OF HOLIDAY ACCOMMODATION: DEO VOLENTE GUEST FARM

Dear Sir/Madam/Reader

The following letter of complaint (written on 2 January 2021) I've sent to: 1) Complaints@thencc.org.za (6 January) from whom I received an answer on 15 January to fill in a form which I did and submitted on the same day; 2) complaints@fsca.co.za (6 January); siyandat@cgso.org.za (13 January); 3) siyandat@cgso.org.za (13 January); 4) complaints@tourism.gov.za (13 January; and 5) tarynt@safarinow.com (18 January) - This address has since been blocked...

I am none the wiser and do not know what else to do than to post this on hellopeter... Unfortunately I was not able to attach the 15 photo's to support my complaints. However, I trust that my detailed letter will cause som reaction and action.

RE: MISREPRESENTATION AND BAD CONDITION OF HOLIDAY ACCOMMODATION: DEO VOLENTE GUEST FARM Upon our arrival on 26 December 2020 at Deo Volente Guest Farm near the Breede River, Swellendam, we were awfully disappointed regarding the “rustic cottage” and its overall condition. We did the booking and payment of deposit via SafariNow and were asked to pay the balance in cash to one of the owners, Annali Froneman. When Annali Froneman (one of the owners) showed us our accommodation, we instantly realised that we could definitely not accept the condition of the so-called “rustic” cottage. Even though we discussed our disappointment with her, we were forced to pay the balance (of the full amount of R850 per night for 3 nights) in cash immediately, even though we decided to return home straight away and informed the owner accordingly. Here are some extractions (in red) from their website which were not acceptable to us at a rate of R850 per night as well as photos to support our complaint. (Please compare with photos on their website)

About Deo Volente Guest Farm Enveloped by the Langeberg majestic mountains and the Breede River, sits Deo Volente Guest Farm. We had endless trouble in finding the guest farm (even with Google Maps). There were NO signs along the way, and we had to keep phoning to try and get directions, but were still unsuccessful in finding the entrance which turned out to be a rusty gate held together by a rusty chain which we had to untangle ourselves, remove the lock and push the heavy gate open – reversing the whole process. The small sign “Deo Volente” on the gate was the first and only sign and indication that were maybe at the right place. However, the totally overgrown farm road (twee****rpad) had us in doubts, since it was not suitable/recommendable for a normal sedan car to drive. Hence, we phoned again... Annali, who initially promised to meet us at the gate, told us we have arrived at our destination and told us to open the gate (ourselves). Our wooden cottage … It looked like a poorly maintained Wendy House, with inside walls AND ceiling completely covered with old stained hessian; at some places “decorated” around big stains to hide the very visible stains. … consists of a lounge… Very tiny and stuffy … a kitchenette, consisting of a two-plate gas stove… The kitchenette was, in fact, only a small table with one drawer for utensils, two mugs, BUT NO cups, saucers, plates, bowls, pots or pans) … and basin (outside) The kitchen extends onto a veranda. We looked outside in the “extended” kitchen, but found the small cupboard full of other stuff shoved into canvass – we did not want to open this – and still no sign of cups, saucers, plates, bowls, pots or pans. The bedroom has a double bed … … with mosquito net which looked dusty, and some old, dusty (dirty?) material pieces cut into shapes as decoration. The screen of the screen door was completely loose and did not fit (Annali pointed it out to us and mentioned that her son had to devise a substitute in a hurry to replace the old one). Did she not have enough time to have her son (or somebody else) do a proper job? The bathroom has a bath with a gas geyser and a green loo. The green loo we could accept in the wilderness or even outside the cottage, but definitely not inside. A dented piece of corrugated iron (with holes in) serves as a door that rattles non-stop if you close it for privacy. Since the bath is also situated in the same room as the green loo, I did not see myself taking a bath in these circumstances. We were told it doesn’t stink, but just thereafter were told that if it does begin to stink, WE should go to the outside of the “bathroom”, remove the dirty bucket (normal size) and replace it with a clean one! The cottage is rustic … There is a huge difference between rustic and a shabby place which hasn’t seen maintenance in a long time – see photos … … and put together with love and mostly recycled materials… for example, a cut-off Coke bottle to serve as a scoop to put the sawdust in the green loo. There is also a big difference between recycling (creating a special or rustic atmosphere, even making a feature out of) and using just any old or good-for-nothing items lying around and, in the process, getting away as cheap as possible without having to do any maintenance. We live off the grid, close to nature. Electricity as the Sun provide or not. We were told to switch off the refrigerator in the evenings – that would mean no running water or electricity – not even for our own little fan because of the heat. The privacy and amazing view is the (ONLY) perk here. At R850 per night – we could have stayed in the wild for free! The road down to the river is challenging for an ordinary car Annali told us it is impossible for my car to drive down to the river. She even asked me beforehand what car I have but did not mention the bad road to the cottage. Romantic: Very private hide away with an amazing view! Nothing in the cottage could make us (anyone) feel romantic. It was later pointed out to us that the latest review on their website was dated back to 18 December 2019. We appreciate your time and attention to our complaint. Kind regards, Annami Simon