Okay so I just got off the phone with the Blue Bay Lodge management and I am pleased at the outcome.

They are admitting that their service was not up to scratch as it should have been, and that the person on duty handled the matter in a wrong way. I got offered another night stay at their place with breakfast included or a full refund. I took the refund as I wont be going to the west coast anytime soon again.

Would just like to thank the Blue Bay Lodge management for their swift response and the professional way they resolved it. Some South African companies can learn from these guys how bad customer service can be turned into good service again.