“I contacted Jaco on Friday via Whatsapp to book our session for Saturday as it is mine and my husbands anniversary. One of the rules he sent through stipulated you had to present printed vouchers upon arrival. I explained that I could not provide printed vouchers until Monday as due to the strikes that had just taken place in Parys, all schools had been closed and as such I was working from home to be with my children and had no access to a printer. I did however tell him that I would email through both vouchers that I had purchased from Hyperli as proof of my purchase. He did not response to my request via Whatsapp and so I assumed, this would suffice. This morning, I woke up to an email he had sent stating "No printed vouchers, no ride." I then sent him a Whatsapp immediately telling him that if that's the case, we would not be able to join and that we would re-schedule when I was able to print the tickets. He then phoned me complaining that it was too short notice to cancel. When I asked him what exactly he wanted from me as he is unhappy with me not being able to print the tickets and he is unhappy with me cancelling, he told me he had guides to pay and that it was too short notice. Upon asking him if we were the only people on the tour today as he is making it sound as if his guides are there to facilitate just the two of us and us only and no one else, he told me not to worry about the other rafters and then he still had the audacity to throw in my face the fact that I paid 50% less for these tickets as I bought them on special through Hyperli which had absolutely NO validity to the conversation! This was a situation beyond my control. Had I been in the office this week as I was supposed to, I would have been able to print those tickets but then when I tell him, okay, no problem, we will rather re-schedule then once I am able to print, he was not happy with that either. So it’s a problem that I can't print my tickets and it’s a problem that I then ask him re-schedule when I can print. The mentality of it all just makes absolute zero sense. I eventually told him not to worry, that I would call this a loss and that he would not be hearing from us again. Just rude and impolite.”
Thank you for taking the time to share your experience with us.
We understand that you went through quite an ordeal with this whole situation and we are sorry for the unpleasant experience. However, this behaviour does not reflect our values of respect and customer service at Hyperli. We will be sure to reach out to our partner and investigate this further.
We would love an opportunity to make things right, so please do not hesitate to contact us.
Regards,
Hyperli
