Bad experience

Really haven't had a pleasant experience with the admin or receptionist ladies. Been waiting for 4 days just to get feedback on our breakage fee, and it is now another 3 days later - so almost a week down the line. They told me that they will pay back the money but that we haven't paid for the wood and that they will deduct the R600 from our breakage fee - the wood has been paid before we even arrived at our stay! They don't make sure of their facts before they give you feedback. We booked Makoro and we were unsure about the cleaning and whether it is included in our stay. When we asked the receptionist how it works she told us "julle moet maar skottelgoed watertjies in tap en julle eie goedjies was"! Meanwhile it was included in the stay. She just wasn't sure as it was her "first week" and when confronting her about her attitude they tried justifying it by saying that she is "new" or that she is actually just a "grapgat", which I think is a load of bull! I think make sure of your facts before you treat your clients like ****.