1/5 Ian S. 3 years ago on Google
We
stayed
here
in
November
2018
and
the
accommodation
was
excellent.
We
booked
a
return
trip
along
the
Garden
Route
this
September
with
relatives
and
wanted
to
stay
again
at
Marine
Square.
We
booked
in
January
2020
and
paid
a
50%
deposit,
which
was
subject
to
a
25%
forfeit
of
deposit
if
cancelled
more
than
28
days
prior
to
arrival.
Due
to
Coronavirus
we
made
the
hard
decision
in
April
to
cancel
the
trip
and
I
emailed
all
of
the
places
we
were
due
to
stay
during
our
trip
on
12
May.
I
advised
them
4
months
ahead
of
our
arrival
that
we
could
no
longer
travel
and
asked
them
to
refund
our
deposit,
less
the
25%
forfeit.
I
did
ask
if
there
was
any
flexibility
in
respect
of
the
25%
given
the
reason
for
our
cancellation,
ie
global
pandemic.
Other
hotels
we
were
due
to
stop
at
had
very
kindly
agreed
to
refund
our
deposits,
given
the
circumstances,
although
they
were
under
no
obligation
to
do
so.
I
heard
nothing
from
Marine
Square,
despite
chasing.
I
finally
received
contact
on
5
July
advising
my
booking
still
stood!
Apparently
the
suites
are
under
new
ownership
and
they
supposedly
had
no
access
to
prior
emails.
I
immediately
emailed
back
and
told
them
we
had
cancelled
the
booking
and
to
refund
our
deposit
in
line
with
their
booking
terms
and
conditions.
They
said
all
they
could
do
was
to
offer
me
a
voucher
for
when
we
next
visit
Hermanus.
Given
we
are
from
the
UK
and
will
probably
never
be
able
to
visit
S
Africa
again
I
told
them
this
was
unacceptable
and
a
refund
had
to
be
provided.
I
was
told
the
contact
would
liaise
with
'the
owners'
but
I
have
heard
nothing
for
over
a
week.
I
have
emailed
twice
more
but
they
have
failed
to
engage
in
any
respect.
Given
the
amount
to
be
refunded
was
less
than
ZAR4000
it
appears
to
me
that
the
business
looks
to
be
well
underfunded
and
I
would
urge
anyone
considering
using
this
company
to
exercise
great
caution,
as
it
seems
to
me
there
is
little
likelihood
of
you
getting
your
deposit
back
if
you
have
to
cancel.
I
accept
Coronavirus
has
caused
widespread
financial
problems,
but
there
is
simply
no
excuse
for
failing
to
engage
with
its
customers
or
agreeing
to
provide
a
refund
to
which
I
am
legally
entitled.
Based
on
their
service
they
don't
deserve
any
stars.