Disgusting, dirty, full of cockroaches.
Good morning.
I am writing to formally lodge a complaint regarding our stay at JBay Oasis this past weekend, booked through the website. This was an extremely disappointing and unacceptable experience, and unfortunately, this is the second time I have encountered serious issues with a booking made through your platform.
I attempted to contact you on Friday evening (we arrived after 17:30) and again on Saturday via phone and email, but received no response. I have proof of all emails sent and calls made.
Upon arrival, the apartment was disgusting and unhygienic. The unit was full of bugs and cockroaches, and the general level of cleanliness was completely unacceptable:
• The bath, shower, basin, and toilet were covered in dirt and had clearly not been cleaned. I had to clean the entire bathroom myself before my family could use it.
• The floors were covered in dust, bugs, and cockroaches. I had to clean the entire apartment to make it safe for my family, especially my small children.
• The plates and glasses were covered with bugs and cockroaches. Health hazard!
• The air fryer was still dirty from previous use, posing a serious health risk. Due to this, I had to make alternative arrangements and purchase food.
• The couch cushions and trimming smelled extremely bad and were dusty, clearly indicating that the unit had not been properly cleaned.
At check-in, the lady assisting us struggled to open the safety gate and mentioned it was her first time there. We struggled with this gate the entire weekend.
In addition to the hygiene concerns, there were serious safety failures:
• One patio door does not lock at all, which is entirely unacceptable given that the apartment is located on the third floor and we were staying with small children.
• The windows have no child safety mechanisms, creating a significant risk of serious injury or worse.
• The access gate malfunctioned repeatedly. At check-in, the individual assisting us stated it was her first time at the property, and we struggled with the gate throughout the weekend.
• There was not a single fan in the apartment, despite extreme heat.
The above conditions amount to a breach of basic accommodation standards, potential health and safety violations, and a clear failure to deliver the service advertised and paid for. Paying R900.00 per night for accommodation in this state is entirely unjustifiable.
I have taken extensive photographic evidence documenting all of the above issues. This evidence is available and attached to this email. I hereby request urgent resolution, including appropriate compensation and/or a refund, within a reasonable timeframe.
Should I not receive a satisfactory response, I will have no option but to escalate this matter further through formal complaint channels and consumer protection avenues. I trust that the website will treat this matter with the seriousness it warrants and respond without delay.
Kind regards,
Bianka
