Ted flag don’t book at Cape Royale Luxury Suites with Terry Jabaar the managing agent!

Shocking experience and shocking service by the host or representative Terry Jabaar owner of Stay in luxury. I was called names and told what a bad person I am just because I dare question why we had to wait so long for service/our room. I did message her an hour before our arrival to have our room ready, as we had a terrible long wait the previous time too. The security may not give a room out until her majesty Terry Jabaar gives the go ahead! We could not get hold of her for a very long time, neither ourselves nor the security who tried to book us in! Eventually when she answered her phone she was highly irritated and was sitting in a very noisy place, sounded like a bar type of joint! Her sudden excuse was we did not send through our ID’s therefor she cannot help us. The procedure on booking.com is you book, and on arrival you produce your ID. She quickly turned it into a specious argument but quickly realizing that we telephoned the SAPS. After informing the SAP our dramatic situation, the security explained, the SAP telephoned her several times and eventually she answered her phone. The Police explained to her she had to honour the agreement of booking.com. Nevertheless she played cat and mouse with the cops, and tried all the tricks in the book, as she was adamant that we will not stay! Our booking was paid for to booking.com Our booking specifically and explicitly said no further action required we were all good to go. Then to top it all, the phone number of Cape Royale Luxury Apartments on the booking.com and Agoda site belongs to someone who worked there in 2019! Then suddenly she made out as if my ID was a problem, which it wasn’t! I have already handed my ID on arrival to the security. Eventually, we could not deal with this person any longer, I demanded my money back, got the SAP involved again, only for her to have a go at the cops too on the phone. The Policeman explained to her that they took my money, and did not honour the booking which in turn means you need to give the customers money back! My poor son’s Birthday was spoilt instantly, dinner and everything cancelled. I’ve been in the service industry all my life, and this one takes the cake for first lying to me, and secondly not honouring the booking just because she was upset with me for questioning her. It’s a week down the line, and I’m still waiting for my refund after she promised it will be refunded. So right now, she is responsible for *****ing my money, as our booking was not honoured, and our funds not returned! What an arrogant obnoxious narcissistic self-centred bully she is! What ever you do, don’t book at any of HER establishments she runs on behalf of owners and especially her business. Refer to horrific reviews on TripAdvisor and Google reviews!