Horrible experience at the Blyde

We made our booking through Booking.com for a stay at The Blyde Crystal Lagoon. At the time of booking, I was not aware that the unit was managed by a travel agency called Travel Narine. I booked the apartment based on the images and description provided, which clearly gave the impression that it was a lagoon-facing unit. There was also a “special offer” attached to it, and Booking.com indicated it was the last lagoon-facing unit available at that price. Naturally, this confirmed to us that the apartment overlooked the lagoon.

Unfortunately, upon arrival, we discovered that the unit was not lagoon-facing at all. I immediately contacted the WhatsApp number provided to raise the issue, and that is when I learned the property was managed by Travel Narine. The assistant responding to the messages stated, “We don’t have one-bedroom apartments facing the lagoon.” As first-time visitors to the estate, this is not information we would have known, and nowhere on the booking listing was this clarified. This felt like false advertising and was extremely disappointing.

Later that evening, after they sent us the entry code, we informed them that there was no electricity in the unit. Despite responding moments earlier, they completely ignored our messages regarding the electricity issue. Calls went unanswered, including the so-called emergency contact numbers. We could not charge our phones, warm food, or use basic amenities, and we spent the entire night worried about whether there would even be hot water the next morning, especially considering how cold winter nights are.

The following morning, after I had already woken up early to follow up myself, they finally responded only to say that the issue “would be fixed,” with no apology, explanation, or sense of urgency.

To make matters worse, the entire reason we booked at The Blyde was to enjoy the lagoon. When we attempted to access it, reception and management rudely informed us that we could not enter without the host being present without any written proof of such a rule. We explained that the host had never communicated this requirement to us, and we were simply told to take it up with them.

When we contacted the host to ask why this information had not been communicated earlier so we could make arrangements, their response was, “They change the rules all the time,” followed by a promise to send someone to assist us. No one ever arrived.

This was honestly one of the worst accommodation experiences we have ever had. The individuals who were supposed to assist us, Amogelang and Thendo, were unhelpful, unresponsive, and showed little concern for the inconvenience caused. Calls were ignored, messages were answered late or not at all, and at times the lines were completely disengaged.

I would strongly advise others to avoid booking through Travel Narine. The lack of communication, accountability, and customer care completely ruined what should have been an enjoyable stay.