Queen Victoria Hotel and Manor Queen Victoria Hotel, Newmark Hotels Never refunded us even though they promised to, Cape Town

Honeymoon nightmare! We just eloped and got married in Kruger National Park at a safari resort on 2/26 and flew to Cape Town to check in to our hotel for a 1 week stay there in the evening of March 1st, the first hotel we booked didn't have the room we had ordered available so after getting refunded we booked Queen Victoria Hotel in the Uber on the way towards V&A Waterfront.

We were greeted in the lobby and they quickly check us in to a room on the ground floor behind where the reception is and show us the property, after checking out the room we found mold in the shower grout lines and the room didn't smell very well. After a chat between us we figured this was not the place for us to spend our honeymoon so we went to speak to the two ladies at the reception to see what they could do.

We go to the bar to have a drink while waiting and they come back after 30 minutes to show us a new room which was on the 3rd floor. They had put towels in a heart and left a champagne bottle in the room for us to make us stay which was very nice of them, unfortunately the decor in this room was not exactly very nice (black tiles all over and victorian style decor, definitely needed remodeling) so once again we go back to the reception and tell them that we are sorry and that we would like to check out another hotel in the business district.

They said they didn't want to ruin our honeymoon and that we should stay somewhere we love so they would issue us a FULL REFUND with no questions asked, I asked them this multiple times to be sure or else we would have stayed there. They then help us with the luggage into the Uber and congratulates us again before we take off.

We then call AmEx to and tell them what had happened and for them to process the refund, AmEx speaks with the hotel and the hotel refuse to issue a refund even though we didn't stay there. Thats over $2000 paid for absolutely nothing. We call AmEx multiple times while in Cape Town and Mauritius and spend over 10 hours on the phone with them while on our honeymoon and Queen Victoria Hotel refuses to refund us for a stay we didn't even have. Really great way of doing business. NEVER booking Queen Victoria Hotel ever again!