The hotel didn't honour the booking. We called ahead before booking on the site to ensure that the room would be available, but when we arrived 1 hour later they had given the room to another guest. We were understandably a little annoyed, but the owner was super rude over the phone. When I tried to explain that we had made a non-refundable booking on hotels.com, and that we called beforehand and were told the room was available, he told me to "be quiet, I'm trying to be nice about this." When I later requested a refund through hotels.com, the owner told hotels.com that they had already refunded us by paying for another room in another hotel, which was not true. They had offered to do that, but only if we could wait around for hours for them to arrive from somewhere else in Namibia. So we found another hotel on our own and contacted hotels.com for a refund. When I called to ask the owner to clarify the situation with hotels.com, I was interrupted and hung up on. Then he forced me to listen to a lengthy explanation about how his booking system works. Very very poor customer service. It's a shame because we would have liked to have had a good experience, the hotel facilities seemed nice.