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Reservation questions/advice

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mikef
Posts: 119
Joined: Sat Feb 06, 2010 4:44 pm

Re: Is it fair?

Unread post by mikef » Thu Feb 10, 2011 8:47 pm

SANParks wrote:Dear forumites,

At this stage the online booking system is not intended to meet all requirements, but to serve as a convenient tool for those who know what they want - and want it now - even when doing booking amendments. :)

If you need to book accommodation that is not perfectly suitable for you, please do your booking telephonically and communicate with call centre with any changes you might wish to make.


Just another request to find out what progress has been made in finalising the online booking system.

Unless I am very mistaken the current terms also fall foul of the Consumer Protection Act and hopefully Sanparks fixes these rather than discontinuing online bookings

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Tembe & Kgala
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Re: Bookings - advice/feedback

Unread post by Tembe & Kgala » Mon Feb 14, 2011 9:33 am

I agree... the system is mainly messed up with alternative booking methods , where people don't have to pay in full on reservation
I am myself in trouble right now because they don't process an amendment properly. Is it my fault if I have to change my itinerary because units that weren't available are suddenly released... due to cancellations?
Let me give you an example.
I plan to stay in Biyamiti for 3 nights. June 1/2/3 June 2nd is fully booked. So, i take biyamiti on 1st and 3rd; , and I chose another camp (BND) for the night inbetween.
Then , "out of the blue" , a cottage is released on june the 2nd. Of course , i want to get it , and ask for an amendment.. don't you thnik it's normal? do you think I'm the one messing the system up? :wall:

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Tembe & Kgala
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Re: Bookings - advice/feedback

Unread post by Tembe & Kgala » Mon Feb 14, 2011 11:59 am

... and by the way , if someone has a different email address than "reservations@sanparks.org" or "webreservations@sanparks.org", to communicate , don't hesitate , because i'm trying to have my booking amended for days.. and nothing is processed correctly so far (ps : phoning from europe with my cellphone is not an option ;-)

tletter
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Joined: Sat Mar 20, 2010 1:33 am

Re: Bookings - advice/feedback

Unread post by tletter » Thu Feb 17, 2011 5:55 am

I am surprised and disappointed by the difficulty in trying to get an amendment to a reservation that was made via the web. Emails to "reservations@sanparks.org" do not get a response. It seems as if because they have your money, they don’t much care :(

A little customer service would help make a more positive experience for SANParks’ clients who make web reservations as after all they have our money.

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JenB
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Re: Bookings - advice/feedback

Unread post by JenB » Thu Feb 17, 2011 6:17 am

Tembe & Kgala and tletter, PM's sent. :wink:
"Until one has loved an animal, a part of one's soul remains unawakened." ~ Anatole France

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Tembe & Kgala
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Location: Belgium

Re: Bookings - advice/feedback

Unread post by Tembe & Kgala » Thu Feb 17, 2011 7:59 am

@tletter : exactly the same problem.. And the time they would answer, the unit I wanted was gone.. (and I mean several days of course) and then they answer "sorry the unit is not available".. Yeah I know , but it was for the past 5 days... :wall:


@Jen , thanks ;-)

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SANParks
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Re: How the Hell do you book accommodation online?

Unread post by SANParks » Thu Feb 17, 2011 2:10 pm

Hi LionWhisperer,

Sorry to hear that you had an unpleasant experience with our booking system. :(

This is a work in progress for us and perfection is nowhere in sight.

Connectivity issues also do happen... Reservation system in Africa, Web server in the US, You - somewhere else in the world - no guarantees for success at all times.

I admire your patience (trying 9 times is heroic), but if it happens again, please rather try a few hours later, or write to reservations@sanparks.org and they will secure your booking. You don't have to struggle.

Best wishes,
Nedret Saidova
Senior Manager: E-Business, SANParks

tletter
Posts: 14
Joined: Sat Mar 20, 2010 1:33 am

Re: Bookings - advice/feedback

Unread post by tletter » Thu Feb 17, 2011 5:18 pm

JenB wrote:Tembe & Kgala and tletter, PM's sent.

@Jen thanks but I received an out-of-office reply :cry:

Anyhow...

Last Thursday I sent an email to an individual at SANparks to amend my reservation to two night at Pretoriuskop. I checked availability on 25 and 26 July at Pretoriuskop before sending my mail. After not hearing back for a week I followed up with an email to "reservations@sanparks.org" but nothing was heard back :(

Unfortunately I did not receive anything back until today when I got the following reply:

"Dear Sir/Madam: We are fully booked for the 26th at Pretoriuskop."

Of course it is not surprising that after a week's delay in processing, the availability situation has changed :roll:

Even my request for the 25th which has availability was not processed. So I guess we won't be staying at Pretoriuskop :x

In short it is hard to effectively make amendments to fully paid reservations when it takes a week to get a response. Too bad one cannot make changes via the web even it includes a small change fee.

The difficultly in making a simple amendment is impressive to say the least :wall:

Joep Stevens
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Re: Is it fair?

Unread post by Joep Stevens » Fri Feb 18, 2011 1:59 pm

Dear All,

Many thanks for the input from everybody and there are obviously many views on the conditions applicable to online bookings. Indeed, due to high demand for our accommodation, especially in peak periods, SANParks have set strict rules specifically for our online reservations to prevent abuse by guests or agents “hoarding” accommodation and camping they do not necessarily intend taking up. We believe that our reservation staff are equipped with the tools and skills to minimize this risk through the more “traditional” booking channels. An alternative to cancelling any reservation, whether made online or through any of the other channels, has always been to amend the reservation to a later date (subject to availability) and for the same or higher reservation value and since September 2010 this functionality has also been made available in our online reservations module. In as far as the Consumer Protection Act is concerned; SANParks is in the process of reviewing all business rules, and not only for our web reservations facility, to ensure compliance to the Act in letter and spirit by the time it becomes effective.

With kind regards.

JOEP STEVENS
General Manager: Tourism Operations

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granjan
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Re: Is it fair?

Unread post by granjan » Fri Feb 18, 2011 7:24 pm

I for one am much in favour of Sanparks doing everything possible to prevent commercial enterprises booking large amounts of accommodation without having to pay full price with no refund.
I understand the language problem for none English speakers but otherwise I find booking by phone from the UK quick and efficient, and risking losing deposit only until a month before travel acceptable.The cost of the phone call is negligeable as compared to holidaying in KNP from overseas.

Bushbuck
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Questions regarding cancellation of booking

Unread post by Bushbuck » Wed Mar 02, 2011 9:26 pm

What would happen in the following case: Someone booked several days Kruger, different camps. ONE DAY before entering the park she/he would like to change the reservation...

Is it allowed to change the camps , i e stay three nights at Skukuza instead one night at Olifants, one night at Balule and one night at Punda Maria or must the reservation be taken as originally booked?

b) cancel the reservation altogether and get fully refunded?

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bambazonke
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Re: Questions regarding cancellation of booking

Unread post by bambazonke » Thu Mar 03, 2011 11:38 am

Hi

no refund if booking paid on line, or day before reservation is due to be taken up. You forfeit the booking.

personally have never had a problem changing camps if there is AVAILABILITY where you wish to stay. That said it is easier to swap servations when the Parks are not so busy, out of school holidays, etc.

Hope that helps and it is possible that others have had a different experience.
"If Life had a second edition, how would I correct the proofs" Samuel Butler

NO HOTEL DEVELOPMENT IN KRUGER

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Philip1
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Re: Questions regarding cancellation of booking

Unread post by Philip1 » Thu Mar 03, 2011 11:42 am

Bushbuck, i have changed "days" in camps to other camps, before going to a certain camp. (3 days before). They will do it only if what you want is available, and they are not fully booked.
"Lose yourself in Nature and find Peace!" (Ralph Waldo Emerson)
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do not let poachers take it away!

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ice
Posts: 330
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balance paying

Unread post by ice » Thu Mar 03, 2011 12:53 pm

I do have to pay the balance for a few reservations. SAN parks used to have a printed form where one could fill out all the necessary details like reservation number, cc number, etc to then fax it to the head office in pretoria. now with all these web site modifications I can't find it any more, so any help would be appreciated.

thanks

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bambazonke
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Re: balance paying

Unread post by bambazonke » Thu Mar 03, 2011 1:09 pm

hi,

you can either join the online booking system which allows you to look at and pay outstandings on your reservations, or you can e-mail the person at reservations who dealt with your original booking
all correspondence has their name. This reply could take a while :roll:
"If Life had a second edition, how would I correct the proofs" Samuel Butler

NO HOTEL DEVELOPMENT IN KRUGER


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