We had a trip booked to South Africa before all the mess started with the Covid 19 troubles. Due to the obvious crises, our whole trip got cancelled. We managed to get refunds for all of our bookings on this trip, except this establishment. We tried phoning them with no anwers. We even had Hotels.com customer service try and get hold of them. Everytime we ask for a progress report, Hotels.com just come back with the same answer "The only time we got hold of someone, it was to a staff members that said that the manager needs to issue the refund" It has been 4 months dealing with this issue and numerous phonecalls that never get answered, i am sorry if an establishment can not find the time to get back to you on a refund request,q I personally would not even want to use their services in the future. Its such a shame some establishments lack basic customer service.