Protea Hotels review: Failure to provide a refund after booking cancellation via bookings. Cm

On the 14th of September 2026 I made a booking via Bookings.com for a booking at Tyger valley Protea hotel using my credit card. The arrival was going to be the 14th and check out on the 16th Wednesday. On the 15th of September 2026 I woke to a message from my neighbor in East London informing me that there was intrusion into my yard and copper piping was stolen. I decided to cancel the booking, even changed my flight tickets.

I even incurred costs from Flysafair for changing the flight ticket ticket dates. The response that I received from the Protea hotel manager is as below. This message was contrary to the understanding shown by the secretary who indicated the refund will be processed.

Message from the Protea Hotel manager:
Dear Simphiwe

Thank you for your email.

We regret to inform you that we are unable to waive the cancellation fees for your reservation. As per the cancellation policy agreed to at the time of booking, the reservation falls within the cancellation period where charges are applicable.

For your reference, we have attached the cancellation policy associated with your booking.

We appreciate your understanding and trust that you will understand our position in this regard. Should you require any further clarification, please do not hesitate to contact us.

Kind regards,

Sinongo Mahlati
Reservations Manager
Protea Hotel by Marriott Cape Town Tyger Valley

Booking details:
Protea Hotel by Marriott Cape Town Tyger Valley
Tue, Sep 15 - Wed, Sep 16
Check-in
Tue, Sep 15
Check-out
Wed, Sep 16
Address
Uys Krige Drive, Jip de Jager off ramp, Ext 20, Welgemoed, Bellville, South Africa, 7530
Confirmation number
[protected]
Phone
+[protected]

Message from Bookings.com below:
Dear Simphiwe Mbanga

We have received your request to cancel reservation [protected].

Although there is a charge associated with this cancellation, we will try to find the best possible solution for you. We have asked Protea Hotel by Marriott Cape Town Tyger Valley to make an exception for your reservation, and hope to have an answer for you shortly.

The reservation policy selected by you does not allow for a free cancellation or modification at this time. This means that a fee will be charged if you decide to cancel or make changes to the reservation. The policy details are stated at the time of booking, and are included in your reservation confirmation for reference.

For any questions, you can contact the property at +[protected] or send them an email.

The cancellation was due to acts of nature; my boundary wall fell and the thieves gained access to my yard. This is something that was out of control. The Consumer protection act 2008, page 17, Consumer’s right to cancel advance reservation, booking or order, subclause (4)For the purposes of this section, a charge is unreasonable if it exceeds a fair amount in the circumstances, having regard to— (c)the reasonable potential for the service provider, acting diligently, to find an alternative consumer between the time of receiving the cancellation notice and the time of the cancelled reservation;

I strongly believe that when I made the call to inform the hotel at 06:00 in the morning, there was sufficient time to find another customer.