Indaba Hotel And Conference Centre
2|49 reviews
Responds in 10 hours 46 min
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Mamike M
1 reviews | Active since Member
16 Feb 2026, 02:39
Disappointing service and delay in refund
I cancelled my booking on 2 February (Gin School booking) and was asked to submit the required paperwork, which I sent promptly and in full. Unfortunately, I did not receive any written confirmation outlining the next steps or the expected turnaround time for my refund. I had to personally follow up by phone to confirm whether my email and documents had been received, which Olga confirmed. Since then, I have received no written updates regarding the progress of my refund. I have had to repeatedly call and follow up myself, without any proactive communication from your side. As of today, more than two weeks later, I still have not received my refund or a clear indication of when it will be processed. This experience has been very disappointing. Customers should not have to continuously chase updates for refunds, nor should the expected turnaround time be unclear. I am only still following up because I want my money but otherwise never again.
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Replies (56)Indaba Hotel And Conference Centre's replyOfficial
16 Feb 2026, 09:45Dear Mamike,
I sincerely apologize for the frustration and inconvenience caused by the delay in receiving your refund. Waiting two weeks for funds to be returned is certainly not the experience we want for our guests, and I appreciate your patience as we navigate this.
I want to provide some clarity on why this process takes longer than a standard transaction. While we have authorized the refund on our end, the timeline is largely dictated by third-party processing procedures that we unfortunately cannot bypass:
Please rest assured that your refund is in progress as all paperwork was completed by Olga and Marius as indicated to expediate your refund. Funds for booking were received from DinePlan on 14.02.2026 and will be released for refund by our accounts department once authorised (internal procedures). Based on standard third-party timelines, we expect the funds to reflect in your account within the next 3 business days.
We apologise if this was not correctly communicated to you and remain committed to service excellence.
Best regards,Sharon Hunink, Group Marketing & Sales Manager
I sincerely apologize for the frustration and inconvenience caused by the delay in receiving your refund. Waiting two weeks for funds to be returned is certainly not the experience we want for our guests, and I appreciate your patience as we navigate this.
I want to provide some clarity on why this process takes longer than a standard transaction. While we have authorized the refund on our end, the timeline is largely dictated by third-party processing procedures that we unfortunately cannot bypass:
- Merchant Agreement Protocols: As a Service Provider, we act as a bridge. We must wait for the "Merchant of Record" (DinePlan - 3rd party booking engine) to settle the credit to our account before the refund to you can be completed. This settlement currently takes place on original event date booked (being 14.02.2026) and not cancellation date (being 02.02.2026).
- Bank Settlement Cycles: Once DinePlan makes payment to hotel, the funds must clear in our account before we can process refund to you. This can take up to 3 business days.
Please rest assured that your refund is in progress as all paperwork was completed by Olga and Marius as indicated to expediate your refund. Funds for booking were received from DinePlan on 14.02.2026 and will be released for refund by our accounts department once authorised (internal procedures). Based on standard third-party timelines, we expect the funds to reflect in your account within the next 3 business days.
We apologise if this was not correctly communicated to you and remain committed to service excellence.
Best regards,Sharon Hunink, Group Marketing & Sales Manager
Best regards,
Indaba Hotel And Conference Centre's reply16 Feb 2026, 09:45
Official
Dear Mamike,
I sincerely apologize for the frustration and inconvenience caused by the delay in receiving your refund. Waiting two weeks for funds to be returned is certainly not the experience we want for our guests, and I appreciate your patience as we navigate this.
I want to provide some clarity on why this process takes longer than a standard transaction. While we have authorized the refund on our end, the timeline is largely dictated by third-party processing procedures that we unfortunately cannot bypass:
Please rest assured that your refund is in progress as all paperwork was completed by Olga and Marius as indicated to expediate your refund. Funds for booking were received from DinePlan on 14.02.2026 and will be released for refund by our accounts department once authorised (internal procedures). Based on standard third-party timelines, we expect the funds to reflect in your account within the next 3 business days.
We apologise if this was not correctly communicated to you and remain committed to service excellence.
Best regards,Sharon Hunink, Group Marketing & Sales Manager
I sincerely apologize for the frustration and inconvenience caused by the delay in receiving your refund. Waiting two weeks for funds to be returned is certainly not the experience we want for our guests, and I appreciate your patience as we navigate this.
I want to provide some clarity on why this process takes longer than a standard transaction. While we have authorized the refund on our end, the timeline is largely dictated by third-party processing procedures that we unfortunately cannot bypass:
- Merchant Agreement Protocols: As a Service Provider, we act as a bridge. We must wait for the "Merchant of Record" (DinePlan - 3rd party booking engine) to settle the credit to our account before the refund to you can be completed. This settlement currently takes place on original event date booked (being 14.02.2026) and not cancellation date (being 02.02.2026).
- Bank Settlement Cycles: Once DinePlan makes payment to hotel, the funds must clear in our account before we can process refund to you. This can take up to 3 business days.
Please rest assured that your refund is in progress as all paperwork was completed by Olga and Marius as indicated to expediate your refund. Funds for booking were received from DinePlan on 14.02.2026 and will be released for refund by our accounts department once authorised (internal procedures). Based on standard third-party timelines, we expect the funds to reflect in your account within the next 3 business days.
We apologise if this was not correctly communicated to you and remain committed to service excellence.
Best regards,Sharon Hunink, Group Marketing & Sales Manager
Best regards,