DO NOT BOOK ACCOMMODATION AND SUPPORT HOUWHOEK HOTEL! THEY ARE FRAUDULANT AND MISLEADING TO POTENTIAL GUESTS!

DO NOT BOOK ACCOMMODATION AND SUPPORT HOUWHOEK HOTEL! THEY ARE FRAUDULANT AND MISLEADING TO POTENTIAL GUESTS! I was so excited to have my babymoon at Houwhoek hotel, after enquiring they did not hesitate to provide me with their invoice and to make a deposit which I did well in advanced. A curve ball hit due to hospital appointment that has been scheduled for the same time as my getaway and I needed to cancel my reservation and request my full refund but after that everything just went downhill. The service I'm currently experiencing is disgusting, disrespectful and unprofessional to say the least. My refund request was made more than 30 days in advanced and yet they refuse to give my hard earned money back! If you read their cancellation policy it is misleading, manipulate and unclear. I have followed up countless times to have management contact me but no call backs just stroppy vague emails! which is disappointing and rude, as I need my funds to support my medical bills. They want to charge high service fees as well as a 50% cut on the deposit! what do they even do with all that funds?? their cancellation policy does not give clear timelines. This is Fraud and they have no right to steal that amount of money especially after giving them valid reasons out of potential guests control. I'm still awaiting for management to call me after 3 weeks of awaiting my refund. Their service is putrid! due to how they are treating the matter and handling the request shows their true colours and the type of management who works their are inconsiderate and rude and due to this i will never support them or book in future. I'm requesting something to be done about this matter and to be heard and have such type of misleading cancellation policies band, as it is illegal in all aspects when compared to other accommodations places, Houwhoek hotel's are the worst!