Refund Request

Dear Emakhosini Boutique Hotel Team,

I hope this message finds you well.

I am writing to formally express my frustration and disappointment regarding the lack of assistance I have received from your establishment following a recent booking and subsequent cancellation.

I had booked three rooms at your hotel via Bookings.com (Reservation Booking: 5898) and contacted your team telephonically to inquire about the process for including dinner in the reservation. I was advised accordingly and sent banking details via WhatsApp, after which I made a payment of R2,700.00 to cover dinner for the three rooms over the course of three nights.

Unfortunately, upon arrival at your premises, the three gentlemen who were meant to stay at the hotel requested to be moved to a different establishment. As a result, I had to cancel the booking and was advised by your reception desk to process the cancellation through Bookings.com, which I did. On Monday 06 October 2025, I contacted your hotel to request a refund of the R2,700.00 paid for dinner. To date, I have not received any assistance. Each time I call, I am either told that Mr. Peter Kweyama (the manager) is not available or that I should contact the accountant directly, which I believe is not my responsibility as a customer.

I am extremely disappointed by the lack of accountability and follow-through from your team. I trusted your establishment to handle this matter professionally, and the continued delays and lack of communication are unacceptable.

I kindly request that the full amount of R2,700.00 be reimbursed without further delay.

I trust that this matter will now be treated with the urgency and professionalism it deserves.

Kind regards, Tshiamo Mashabela 076 227 2324