Waterstone Villa Herm**** - unprofessional management

Bad management, don't take ownership and no remorse.

Waterstone Villa Herm****.Booking was for the 18 to the 20th February 2022.

We were a group of 10 people who got a huge shocked on Friday the 18th of February 2022.

Booking weekends away is something that we do every quarter but never ever have we received such bad service before.

The booking was originally made on Booking.com but the banking details that was sent was the owners.

My sister was the one making the booking, when she didn't receive the proof of payment for the deposit that was paid in November 2021 , she requested it.

It took more than a week to get the invoice showing our 50% deposit. On Tuesday the 15th of February 2022 we received the invoice showing that payment was made in full, only after requesting again for it.

Friday the 18th of February 2022 we still have not received any communication from Ilanda Greef about the key or who is going to meet us.

When we arrived at Waterstone Villa there was people in already. They also booked the house for the same period but only made a booking 3 weeks ago.

We couldn't get hold of Ilanda and the lady that was there said they were checked in by Juan Greef, the husband. Eventually this lady got hold of Ilanda and came out to tell us that Ilanda was going to phone us in 10 minutes.

Eventually Ilanda phoned my sister shifting blame to her assistant who apparently has baby blues. She cannot put the people out that was currently in the house because it will not look good. Offering to give us Waterstone Villa any other time of the year that we want to come back for free plus refund us. We said we need a place to stay, we took leave from our work, it took a lot of planning for us all to be there at the same time. She was going to send us a few places that we must go look at and then let her know which one we would like. Not offering to take us at all. No link's was sent, my sister had to contact her again say we are waiting in the road. She then sent 3 options to choose from, but it was not available. Long pauses then she phoned, got a house for us not a Villa or view but with a swimming pool which will be for free.

We then drove to Stanford to meet them(Juan and Ilanda) at the house. When we stopped at the house it didn't looked appealing but some went in not to judge a book by it's cover. More disappointments, our homes looks better than what was offered and on top of it we can have the house at a reduced price of R4000 per night. Plus we can have one night at the Waterstone Villa when it suits us and R400 petrol reimbur*****t per car. What was offered on the phone and in person was different. When we said there is no way that we can sleep in that house. All they said there is nothing they can do, need to go back home to refund us. Locked up left us outside and left promising to make an immediate refund . My sister had request the proof of payment because nothing was showing in her account, after 7 we received our refund and was sitting in Street phoning around for a place to sleep. We struggled to get accommodation and even started to ask others to forward us numbers. We eventually got a couple Steven and Chari after 9 that could accommodate us in Kleinmond.

Juan and Ilanda Greef not professional or caring at all. Harmonie Property Services