Whale View Self Catering Apartment

The beautiful views and access to beach

The southerly position , so no sun on the balcony or into the apartment

The view, that is it

Good Morning Jessica, I am contacting you on behalf of Gayle Keys regarding her stay at your Whale View Self-Catering Apartment, which was booked from 11 to 13 April 2025. After reviewing all correspondence between Ms. Keys, yourself, and your caretaker Yolanda, it is clear that no explicit exit instructions were provided at any stage. Ms. Keys attempted multiple times to contact both you and Yolanda to clarify where the apartment keys should be returned upon checkout. Unfortunately, neither of you responded in a timely manner. Yolanda eventually contacted Ms. Keys at 11:37 AM, which was already 1 hour and 37 minutes past your stated checkout time. It is unreasonable to expect guests to wait indefinitely due to a caretaker's delay. According to your own policy publicly stated on Booking.com, the R1000 deposit collected is explicitly listed as a breakage deposit and can only be withheld in the event of damage or breakages. As there was no such damage, withholding the deposit is unjustified and not aligned with your stated policies. Additionally, the apartment provided did not meet the standards advertised: The Wi-Fi was not functioning. The DSTV was non-operational and had to be repaired by Ms. Keys' son. BBQ facilities advertised as part of the apartment were not available privately but rather shared by the entire complex, which is misleading. Given these facts and your failure to provide necessary checkout instructions, Ms. Keys' deposit must be refunded in full by close of business today. Booking.com has been informed and has initiated an investigation into this matter. Failure to promptly refund the deposit will lead to escalation through formal legal channels. Thank you for your prompt attention to resolving this issue.

Bed is terrible. Old fitted sheet. Could at least give once off coffe or tea

The sea view was great.

Being told it was pet friendly on the web and then getting a letter from the owner to say the manager does not want dogs so it cost us an extra R 510 to kennel our dog!!!The glass sliding door to the balcony was cracked and the frame was disintegrating. Not safe at all. The position of the complex is not desirable. It is far from town.

Contacted and arranged with us for pick up.

Nothing