A luxury spa in Milnerton has come under fire after multiple customers accused it of taking bookings and failing to provide refunds. The Atlantic Spa Boutique in Sunset Beach has since gone dark online, with its website and telephone numbers disconnected.

One of the latest alleged victims, Carmen Visser from Summer Greens has since filed a complaint with the Consumer Goods & Services Ombudsman, and her case has been assigned to an agent.

Visser is among several customers who claim they were scammed after booking accommodation at the spa and swindled out of R4 000, only to be told at the last minute that the venue's toilet facilities were broken.

Earlier this week, more disgruntled clients shared their experiences with one of the local radio stations, Heart FM, prompting an overwhelming response from others who claimed they had also been victims. Complaints dating back to 2016 on consumer website Hello Peter echo similar concerns.

Spa denies wrongdoing

In response to the allegations, Atlantic Spa Boutique told the Cape Argus that they are temporarily closed due to plumbing issues and renovations.

"We are a reputable guesthouse that has been running for 11 years, the spa said in an email. "We have never taken money from clients and falsely claimed a plumbing issue. Whenever we've had to close a room, we had offered alternative accommodation or postponement.

"We do not refund on specials, and our website has always listed our terms and conditions."

The business further claimed that Visser's case was being exaggerated online.

Police spokesperson Captain FC Van Wyk confirmed that Milnerton SAPS had no fraud cases pending against the business. The local ratepayers association also said they were unaware of the allegations but urged the public to be cautious.

Visser said what was meant to be a special birthday surprise for her finance turned into a frustrating ordeal.

“In October 2024, I booked and paid for a weekend at the Atlantic Spa Boutique at Sunset Beach for November booking, ”she said.

“It was supposed to be a special treat for my fiancé for his birthday.

“Unfortunately on November 7, I received a phone call from Debbie, the manager at the Boutique to say that the toilet in the boutique was cracked and they are fully booked and that they could look for another place for me or they can refund me.

“I took the refund but since then it has been an excuse why I cannot get my response.

“There have been various excuses that the owner is overseas and that the accountant needed a code.

“I had an email in writing sent to me that they would be issuing the refund and that they were waiting on the code.

“In December I was told the accountant received the code and I would get my money.

“I followed up again and it has just been an excuse and there are no replies to emails.”

In correspondence shared with the so-called manager, the woman claimed she was recovering from an operation and that the accountant was waiting on a code for the refund to be made.

Cape Argus