Versailles

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Dear Management of Versailles Guesthouse This serves as a formal and serious complaint regarding an unacceptable and unsafe incident that occurred in relation to our booking at Versailles Guesthouse on 06 February 2026. We checked in as booked and explicitly informed the guesthouse attendant, Alex, that we would be leaving the premises and returning later that evening, after 22:00. This arrangement was acknowledged and agreed to. Upon our return after 22:00, we were unable to gain access to the guesthouse. The gate was locked, and despite repeated attempts to contact Alex, his phone went directly to voicemail. We then attempted to contact the other attendant, Lerato, with the same result. No assistance was provided, and no emergency contact was available. As a direct result of your staff’s failure to ensure access or provide any form of after-hours support, we were left stranded outside the property late at night. Our vehicle and all our luggage were locked inside the guesthouse premises. We were forced to contact a third party to collect us and provide accommodation for the night, resulting in significant inconvenience, distress, and additional costs. This situation is completely unacceptable. Locking paying guests out of the premises without access to staff, emergency support, or their belongings constitutes a serious breach of basic hospitality standards and guest safety obligations. Given that the accommodation we paid for was not provided and that we were denied access despite prior arrangements, we hereby demand a full refund of our booking. We require written confirmation of the refund process within 4 (four) business days of receipt of this message. Should we not receive a satisfactory response within this timeframe, we will have no option but to escalate the matter further through formal complaints and public consumer channels. We await your urgent response. TAKE NOTE: Two previous messages was send to you and we did not receive any feedback.

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There was no towels and the place was like a hall

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Everything.

The beds were enough for 3 adults

The mat smells like pee

The property is big, that’s one thing that’s stands out.

We had to wait outside for about 15-20 minutes because they were not picking up their phones, we also didn’t have anywhere to charge our phones.

Size of the room was good Peter the host was very helpful The location was close to where we needed to be

Dirty floors and dirty carpets tiles in the bedroom and we kept tripping over the lifted edges, and walking bare foot made our feet black The water could have been hotter There was no TV or WIFI as advertised, yet WIFI passwords were provided in confirmation email I had to ask for a microwave and kettle, but there was a bar fridge There were no towels provided and 1 used roll of 1ply toilet paper The beds were shocking, the base was broken, and the mattress was so dilapidated and uncomfortable, you can feel the springs digging into your body. The place is a bit run down and looks nothing like the images shown. I wanted to upgrade, to one of the apartments with a private bathroom before we arrived, I sent 2 emails and called multiple times and left voice messages to be contacted back and got no response. I decided to leave the booking as is, and I'm glad I didn't spend more money on poor accommodation.