Venise R

Disgusted - Warmbaths

I am writing to express my dissatisfaction with the treatment we received regarding our recent booking. We booked our accommodation well in advance and paid the full amount before December 2025. When we called to confirm our check‑in time, we were unexpectedly told that we needed to pay extra due to “new rates.” This is completely unacceptable, as our booking confirmation clearly stated the rates and the full quoted amount to be paid. In addition, your own booking form specifies that if payment is made in the old year, the new rates do not apply. Despite this, we were still charged an additional R11,400.00, and we were later told to pay a further R8,000.00, which we rightfully refused, as none of this was our fault. To make matters worse, when we arrived at the accommodation, there was no water or electricity for almost the entire week of our stay. We had ongoing issues trying to get basic utilities, which severely impacted our experience. We are extremely disappointed by how this situation was handled. We request that you address this matter urgently and provide a fair resolution for the additional charges and the unacceptable conditions we encountered during our stay.