Madikwe River Lodge. Flooded and bankrupt (or just stupid)?

Madikwe River-Lodge - bankrupt (or just stupid)?

9.1.2025 we have booked a Deluxe River Chalet from 25. – 27.2.2025 (2 nights 2, 2 adult) at Madikwe River Lodge

for 7,362.00 per room per night, so 14,724.00 ZAR in total

9.1.2025 full amount payed (EFT from Standard Bank)

We hear about floodings in this area. Gabarone Dam broken.
Here are two News from the web.

21.2.2025 10:51 (4 days prior the booking) we get an Email from Dreamresorts.co.za

We regret to inform you, that Madikwe River Lodge is completely flooded.

The resort will only reopen on 31 March 2025.

The email about the flooded resort came in without any delay; so nothing wrong at that point.
As the cancellation came in just 4 days prior to our arrival, we expected some help to get an alternative booking
in the Game resort or around, as the flooding occurred on the eastern side of the Resort - along the Marico River.
We did NOT GET any help.
As frequent Madikwe Visitors we knew about several other lodges in the Reserve that were still open.
We are in the middle of a 6 weeks trip.

21.2.2025 15:42 Email from Dreamresorts.co.za

As per our telephonic conversation, please be advised that the Central Reservations manager,
Hilda Joubert is aware of your dissatisfaction, of not being able to be offered alternative accommodation
due to the floods at Madikiwe River Lodge.

She is also aware of the request for a refund, and she will get into contact with you shortly please.

21.2.2025 15:55         For a refund the bank details are needed.
21.2.2025 17:02         I send a Proof of Payment with all details of the transfer
21.2.2025 17:53         A bank confirmation letter is needed to transfer back
21.2.2025 19:32         I send the Bank Confirmation Letter

At this moment, is looks all very professional and QUICK. All above emails and phone calls have been within the first day
after the cancellation. Dreamresorts.co.za is doing well.

24.2.2025 13:06 Dreamresort asks the Madikwe River Lodge staff to assist in refunding
Kindly urgently assist in refunding Mr Franz Reinisch, CRS 144750, refund due R14 724.00.

24.2.2025 15:00 Madikweriverlodge.com answers
I did send the document to finance department, I also cc the Lodge Manager as well.

28.2.2025 16:01 Dreamresorts.co.za asks Madikweriverlodge.com
Kindly advise if the refund Mr Franz Reinisch, has been done?

At this moment, it looks like someone is not doing his/her work very professional.
As frequent travelers since 40 years we know – nothing happens in such cases, if you do not make any pressure,

….

12.3.2025 I give them 2 (two) more days to refund my money before starting to spread the story in the media
on a broader basis. Social Media etc.

….

18.3.2025 06:30 Dreamresorts.co.za asks Madikweriverlodge.com

Morning Rajan,

Kindly urgently attend to the refund for Mr Franz Reinisch. See the attached review posted on social media.

18.3.2025 07:34 Dreamresorts.co.za moves the responsibility to
the Manager of the River Lodge

Kindly raise all your concerns with Mr Rajan Naidoo, CEO of Madikwe River Lodge.

18.3.2025 I ask
So you are not able to refund my money?? Or find someone who is able???

All other poor performer mentioned in your email did not even react.
Hibernating? Or just stupid??

Or is it going into a FRAUD DIRECTION??

19.3.2025 Mr. Snyman from Dreamresorts.co.za says
…
To clarify, the lodge is not bankrupt. However, the recent flooding has caused severe operational disruptions, which have unfortunately led to delays in processing refunds. Please be assured that it has never been our intention to withhold funds from our valued guests. We truly appreciate your patience during this challenging time.
…

I hope this update provides some peace of mind

…….

20.3.2025                               Dreamresorts.co.za sends me advertising material
                                               I ask to end my subscription due to the delay in refunding
                                               my money.
                                               Dreamresort.co.za immediately confirmed my complaint received
                                               and cancelled my subscription

22.3.2025 I describe my feelings after the prompt cancelling
That's exactly what I said.

You cannot handle the payback of a cancelled reservation since 4 weeks,
but you cancel my subscription within on day because I complained your poor performance.

What did you say, Hilda?

Complained received, customer deleted. Easyest solution!!!

24.3.2025 I describe my feelings more detailed
As I read the suggestion with "peace of mind" I just want to help you to find your position
in the hard Tourist Business.

We had another cancellation in Welgevonden, where the whole Reserve with ALL LODGES was blocked.

We got the money back in 4 days ( in words: four days ) AND we got helpfull assistance in booking
an alternative Lodge. Madikwe was not closed as a whole, only the eastern part along the river.
There were several availabilities in the reserve. We have been in the Reserve several times.

BUT YOU: NO SUGGESTIONS, NO HELP. NO QUALITY OF SERVICE.

The headline: “Bankrupt”.

If you are not bankrupt, why did you not transfer??
One Word as an answer would be fine for me!!!

· Laziness?

· Unprofessional staff?

· Or just making jokes with customers?

27.3.2025 I got a proof of payment from my bank

28.3.2024 Chris Snyman from Dreamresorts.co.za sends me the proof of payment also

30.3.2025 The payment finally arrived at my account

39 days and 31 emails later MY MONEY arrived.

And:
NO compensation – “NO NOTHING”

Reviews in Google:

Mail-History and timeline:

Yes, lot of names.
But the truth must always be acceptable
(no need to ask your lawyers)

Conclusion:
We are sorry about the flooding. This is nature.
The case was well handled by Dreamresorts.co.za (Hilda), paperwork prepared very fast and handed over to the River Lodge.
River Lodge staff did not answer a single mail. I am sure, the finance department (or person responsible)
was not busy cleaning up the mess after the flooding. So: someone did not do his/her job.
My suggestions as a business consultant for more than 30 years: It’s the perfect moment to not only renovate the lodge
but also clean up the staff. Start with the manager Rajan, the man with the yahoo-email address.

Welgevonden payed back within 4 days. So it’s not an “African-story”, it’s a Madikwe River-Lodge story about poor performer.
And: 14.000 ZAR is not nothing. It is 50% of the pension necessary to get a South African Retired VISA.
Motswiri Lodge helped us in getting a booking and welcomed us on the western side of Madikwe.

All in all: a 100% fail for nothing!!!

Franz Reinisch
Complaints Management Solutions
Business Process Streamlining
Aircraft Maintenance Solutions

To be continued. Let’s see.
But I think, they are happy to get rid of me!!

Franz, 11.04.2024
franz.reinisch@picview.at