Unpleasant Experience

I had an Unpleasant Experience at Stay Easy Rustenburg. checked in on the 21 December and our stay was supposed to be up to the 26th

I unfortunately had to check out on the 24th December due an emergency I had to attend to at home. 1. when i checked in the lifts were not working, had to take the stairs to the 5th floor 2. the bedding wasnt smelling nice - had to call the cleaning ladies and ask them to change the bedding 3. my room had no shower caps - i had to go to reception every time my wife and I needed to shower. The lady by the name of Lizzy literally asked me why am i asking for shower caps everyday shouldn't i be reusing the shower cap i had the previous day 4. I have been waiting for my refund , January has long past and today is the 3rd of February, no update email or at least a phone call. I, as the customer has to be the 1 who constantly calls to find out whats going on

i spoke to a lady by the name of Portia last week Tuesday I think and I expressed my concern on how they are handling this matter. She told me that they have a new lady in the finance department and she will speak to her and get back to me. Till this day I have been waiting.

I decided to call again yesterday morning and Requested to speak to the " New finance lady " I think her Name is Bulelwa, she told me the same story that she is new in the department and she has a backlog of work.

How is Southern Sun having a backlog on refunds my problem??? I asked her why has she been quite and not at least giving me feedback or even a courtesy call to at least advise that they will work on my refund and I did not get an answer.

Very Disappointed because Southern Sun places dont come cheap. its all nice and easy when we pay for staying at their places but they give terrible service