Refund Request Declined After Numerous Telephonic Confirmations

Hi Guys,

I am currently having a terrible experience with this Hotel.

I have booked with them in October 2020 for a reservation from the 12th to 15th December 2020.

I have requested a refund on the 1st December 2020 as the surge in Covid 19 are increasing within the Western Cape area (and Garden Route area) respectively.

When initially booking with Diaz I have been informed on more than one occassion that I will get a refund if the surge in Covid 19 infections continues.

Now with the second wave of Covid 19 affecting the country, I have requested a refund (after paying Diaz in full), they are not wanting to pay my money back.

I have sent Diaz to appeal the decline in refund as my wife has a health hazard and we cannot afford to take the risk to be on holiday during these uncertain times.

This is extremely unethical as I was informed that a refund will take place (hence me paying them in full).

Please be cautious as I would not want anyone else in this predicament that I am in.