A frustrating experience trying to cancel a reservation.
Club Leisure / First Group has been inconsistent in application of requirements for cancellation.
Unreasonable in accommodating that I as a chronic asthmatic do not want to travel to Margate during the period 05 – 07 January 2021, as the President declared the Ugu municipality a hot spot area on national television on 28 Dec 2020. I have been struggling since 29 Dec 2020 to cancel this booking and obtain a credit voucher for later use. Ms Fiona Moodley is rejecting a medical certificate that I provided declaring that I am asthmatic on the grounds that it was issued in May 2020. There seems to be no understanding that my chronic condition (asthmatic) is permanent. Another booking at the very same resort for the very same week was successfully cancelled by the very same office using the very same medical certificate. I cannot understand the inconsistency and the double standards that Ms Moodley is enforcing. I have interacted with 10 different staff at Club Leisure/First Group since 29 Dec 2020, telephonically and via email. I am now extremely frustrated. I am of the opinion that Club Leisure advocates for profit above people’s health and well being despite the unusual circumstances that we all find ourselves in amidst the national pandemic of the COVID-19 virus and its implications for persons with comorbidities. This disappoints me tremendously. I have requested that Ms Moodley send me the company policy that stipulated the timeframe for determining the currency/validity of a medical certificate during COVID-19 as well as the contact details of the Ombudsman that governs that industry. There has been no response to my email.
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