After 20h journey to South Africa were held at the reception for 1 hour because the staff at the reception wasn’t given any info whatsoever that we were arriving. Also there was no information provided by hotels.com so we eventually found a local number to the owner and managed to get through. We were told there was a problem with the flat we booked and we had to be taken to another building. It was 30degrees heat and we were dying to cool down by the pool which was one of the main reasons for booking. We asked if the other place had a pool and we were assured it had. We drove to the new building, parked, checked in, asked for the directions to the pool and only then the staff told us that it actually might be closed. He went to check with security downstairs, and guess what, it was! I rang and complained about it but they said they had no other available rooms with working pools. I was told that the boss would call me the next day and they never did. Absolute ignorance and lack of professionalism. Never again!!! Whole experience totally spoilt our first day in Cape Town!