Terrible Service & Misleading advertising

To whom it may concern

I recently booked at the Pavillion hotel 15 KE Masinga Rd, North Beach, Durban, 4001 Phone: 031 337 7366 in KZN for a weekend away to celebrate my husbands birthday from the website images it seemed to be clean and pretty well kept thus decided to go ahead and book online that should have been the start of a beautiful weekend, but to my disappointment, on arrival, we were surprised to find the hotel room in dismal conditions and not to my expectation nor satisfaction

When I asked told the staff of the hotel that this was a misleading image on the website and that I would like a refund seeing it was not to my satisfaction and would not be staying in the hotel thus requested a refund

The hotel manager advised contacting the agency that we had booked as they had nothing to do with the booking.

Frustrated I did as requested and called the agency and they advised the best that they could do was refund me 10% of the full amount which accumulated into a R95 voucher.

This seems ridiculous seeing as I did not even take my bags up to the room nor did I stay even one day or night.

That was over a week ago till today after numerous calls and emails back and forth nothing has been resolved nor have I been refunded.

Given the current state of affairs, you would think that businesses in the travel and tourism industry would ensure what little clients they do accrue are taken care of and treated with some dignity.

I just wanted what was advertised to have a good weekend with my husband but rather all I got was frustration, incosideration, and total disregard for customer service.