Forced to Leave After One Night Due to Mould and Misrepresentation.
We booked a 4-night stay at Alliegeld in Nature's Valley but unfortunately vacated after only one night and had to find alternative accommodation. The property was not as described and did not meet our expectations for cleanliness, comfort, safety, or transparency.
Upon arrival, we found extensive dampness throughout the accommodation, including white mould on furniture and walls, black mould and wood rot in the bathroom and along the bottoms of walls, visible water damage, and a strong musty odour. There was no hot water despite the check-in instructions indicating that the system would be switched on before our arrival. Towels were not provided and were only mentioned shortly before check-in when we specifically requested them. The bedding had a damp, stale smell, and the paving around the property was extremely slippery, making it difficult and potentially unsafe to access parts of the property.
A significant disappointment was that the listing did not clearly disclose that the additional bathroom and indoor fireplace/braai area are located in completely separate external buildings. As a family travelling with young children, this information would have materially affected our booking decision. The photos and description did not adequately communicate this layout. The kitchen also raised hygiene concerns, with pots and pans being stored directly on the floor inside cupboards.
After spending one night at the property, I experienced chest tightness and difficulty breathing. Given the extensive mould, dampness, and poor indoor air quality, we had genuine concerns about remaining in the accommodation and felt we had no reasonable option but to leave and secure alternative accommodation at our own expense.
The owner offered to have the property cleaned; however, our concerns related not merely to surface cleanliness but to the visible mould, dampness, water damage, and overall air quality within the accommodation. A routine clean would not have addressed the underlying issues that led us to vacate.
We are also disappointed that only two of the three unused nights have been refunded, despite us occupying the property for only a single night of our intended 4-night stay and being forced to leave due to the condition of the accommodation. Notice of vacating was promptly given on the morning of our departure, with all details clearly outlined in an email.
After this experience, I very much doubt I will make use of the website booking service. Nature's Valley is beautiful, but unfortunately this accommodation did not provide the standard, amenities, transparency, or habitability that we expected based on the listing and the price paid.