Craig M

GoBundu disappointing customer service and understanding.

We have just had a disappointing booking experience through GoBundu for a reservation made in Ponta Malongane. At the start of 2022, in the middle of January, we made a reservation enquiry through an agent, Linda (LM Travel) for a unit in the Mar-A-Zul complex in Ponta Malongane, Mozambique and where we were coerced into ‘hurriedly’ making a 50% deposit for a 6-day/5-night peak season period at the end of April (as she said that if we did not pay the deposit quickly, we would lose the booking dates). On the 1st March, we updated the agent that due to my mother becoming ill, we were no longer able to honor our reservation. Linda indicated for us to consider alternative dates or we would incur a 30% cancelation fee. I progressed the fact that no cancellation fee would be due as I had cancelled within 30-days of the booking dates (as per the wording on the invoice). Linda referred me to Lize (Cullinane) at GoBundu who updated me that they had received our deposit and had paid it across to the owners and once the ‘funds’ have been paid back to them by the owners, they would then pay me. This process took 3-weeks and when the deposit was finally paid, I was ‘short-paid’ R5,900. Upon enquiring of this, Lize went to lengths explaining to me that a 30% cancellation fee was applicable - with the wording on the invoice being ambiguous in this regard - and which she also recognized and even amended it in the email correspondence to me! I mentioned that had I known of this cancellation fee, I would’ve looked at an alternative booking date - to which she reverted back to me saying that I had declined this option - and which I would have definitely considered had I known I stood to lose R5 900! Through all of this, the final email was from Lize where she wrote “On behalf of GoBundu, we now consider this matter closed”. We have been going to Mozambique for over 20-years and sadly this is the first disappointing and sour experience through a booking agent. The lesson learnt is never to be coerced into hurriedly making a deposit and that with GoBundu, once a deposit is paid, should the reservation be cancelled - for whatever reason whatsoever - they WILL charge you a 30% cancellation fee. The customer and client service left lots to be desired! We shall still continue to holiday in Mozambique though.