Given substandard Holiday Accommodation flat at Stella Marais Holiday Flats

Given substandard Holiday Accommodation flat as compared to the photos shared with me. Ms A( for this report name is withheld as per POPIA) Background I have been visiting Stella Marais(obo Solver Properties),for over five years now through White Coral Letting and had no problems with the accommodation, until now December 2024. My family and I had planned this holiday for months ,communication was done through email and photos of the place was shared via WhatsApp. We accepted the place on the premises of being satisfied with the place(as per photos). Only when we arrive at Stella Marais (obo Solver Properties),I am told my apartment is changed (after travelling ****ms). We had no other place to go and had to accept this place under duress. The following I would like to state on record: - 1. The accommodation given to us was less than standard:- • Place was full of sand. • Stove was not in good order. • Oven was full of fish smell. • Kitchen had no frying pan. • There was no fans,( we had to resort to buy one). • Front balcony door curtain was broken, almost falling off,(complained to Ms A on 04 January 2024 and nothing was done till we left). • 2nd Bedroom window was broken. • Bathroom tub was stained badly. • Sand was throughout the unit even after cleaning. • The main bedroom bed made noises as if something inside was broken. 2. Theo gave me the following explanations:- a. There was two Colin’s(how possible is it to mix up, my name and surname clearly mentioned). b. The second was she stated it was put on my Proof of Payment, but to date I have not received it, also why was I told and photos shared of new place. 3. Escalation to the following:- a. Manager on duty(only responded he will sort out with, which is not accepted by me) b. Other managers as well(Names withheld as per POPIA) e. A lady on the next-door office ,who says she handles the Body Corporate matters(Ms C). There is also a matter ethical and moral standards:- 1. When we arrived at Stella Marais(obo Solver Properties),Ms A...(at reception) clearly states that apartment 235 is much better than 163,which is grossly untruthful(how can employees behave in this manner to customers). In conclusion Stella Marais (obo Solver Properties) have caused me financial inconvenience to me and my family and should have responded appropriately and timeously.