Ignorance / Lack of Guest Services

Firstly, we have been guests of Loodswaai game lodge for the past 10 years booking the Dam Chalet and the main lodge several times over this period. We always enjoyed the secluded and private feel of the lodge, hence why we booked so often.

Unfortunately after booking our October 2018 holiday way in advance we received a rude email from Charles (bookings assistant) informing us that they won't be able to honor the reservation due to unforeseen circumstances and that we must provide the lodge with our bank details for a refund of our full accommodation fee. This a mere 14 days before our 8 day holiday with 3 adults and 3 kids at the main lodge for the school holiday. We have made promises to our kids and to the two grandmothers that we will spoil them in celebration of the birth of our baby daughter in July 2018.

Upon us inquiring about the sudden message, we were informed that the mining company mining next door booked out the whole lodge and dam chalet until March 2019 (even though we made our reservation about 6 months in advance) and that they will accommodate them instead. We were informed that we have to look for alternative accommodation with no help from Loodswaai game lodge to assist us with an alternative.

Needless to say we went somewhere else close by and had the most horrible holiday ever.

Even after this experience, we inquired from Charles (bookings assistant) when we will be able to make new reservations for 2019. Charles informed me that the lodge and dam chalet will be available from March 2019. I completed an online reservation form for 17 to 22 June 2019. Usually we would receive a quotation for the full accommodation due within 2 days. After two days we sent a WhatsApp message to Charles confirming if he indeed received our online reservation request. Charles responded that he will be in the office "tomorrow" and will respond. Tomorrow came and gone and we still have not received any quotation from Loodswaai game lodge represented by Charles and Melinda. I have phoned Melinda on her mobile number, without any answer. I have left a message, without any return call.

I sent another WhatsApp message to Charles last week (6 February 2019) to ask him if they are not interested at all to have us coming back or have our business. He read the message and to date no reservation quotation nor telephone call or response has been received.

I am seriously disappointed and angry about the way Charles handles the guests. I am at the point were I tell people it is just not worth it to book at Loodswaai game lodge anymore. They treat us like they don't want us to visit the lodge due to the October 2018 debacle.

Unfortunately they are one of the most private and lodges close to Pretoria. But the way things are going now they will never see us again. Not even sure if this would be a problem.