Disappointing Experience: Poor Customer Service at Heaven on Vaal

On 30 January 2024 we made a booking at Heaven on Vaal,during the booking process, we specifically requested a pet-friendly and wheelchair-friendly accommodation, and we were assured that the establishment met these criteria.

However, upon our arrival, we were disappointed to discover that the property's terrain includes steep inclines that would make it extremely difficult and unsafe for my wheelchair-bound mother to navigate. The thought of maneuvering her wheelchair up and down these steep inclines was daunting and ultimately not feasible. Additionally, the suggestion was made by the staff to carry her down two flights of stairs, this is IMPRACTICAL and UNSAFE, as I am not physically capable of doing so.

Given these accessibility issues that were not disclosed prior to our arrival, we could not stay at Heaven on Vaal Guesthouse. As a result, I requested a full refund of all deposits that were paid.

Despite their acknowledgment of fault, it's been an unreasonable amount of time, and I have yet to receive the refund I am rightfully owed. The lack of follow-through and the apparent disregard for customer satisfaction is truly appalling.

As someone who values quality service and fairness in transactions, I cannot in good conscience recommend Heaven on Vaal to others. Their failure to rectify their mistake promptly and their overall poor customer service reflect poorly on their establishment.

In conclusion, my experience with Heaven on Vaal has left a bitter taste in my mouth. Until they demonstrate a genuine commitment to resolving customer issues in a timely and satisfactory manner, I suggest potential patrons look elsewhere for their accommodations.