Kayamina Guesthouse

A romantic getaway went badly wrong. My tablet was damaged, the complaint was dismissed, and we were told to leave. We felt disregarded and humiliated, and I believe we were treated unfairly. For the first few days, everything was as expected: the place was well kept, the staff were friendly, and the atmosphere was relaxing. Then on Sunday afternoon the 31st, I discovered that the screen on my Lenovo tablet was completely cracked and broken. I’d left it on the bedside table the day before, then gone out for a few hours while staff cleaned and tidied the room. It was unusable, and I know for a fact that we hadn’t broken it. My boyfriend was in the room too. I messaged the owner, and soon after, a cleaning lady came to the door and said she’d cleaned the room but didn’t know anything. I told her there was nothing for us to discuss or confirm, and went into the bathroom. I couldn’t understand why she’d come or what she hoped to achieve. I wasn’t going to play detective or speculate about what might have happened. The tablet was broken, and that wouldn’t fix it. I was shocked and upset, and said it should be fixed. Whoever cleaned the room that day was beside the point, the owner was responsible. She left, and I heard nothing more from anyone. I messaged the owner a few more times, saying I expected them to fix it because the tablet wasn’t broken when we left the room. I wasn’t okay with the damage being forgotten or brushed aside. I’d needed the tablet that weekend to prepare documentation for a court case, and some of those documents were stored only on it. It wasn’t my accident or my fault, and I shouldn’t have to cover the loss. The person who was in there that day was the only one who really knew what had happened. Finding evidence wasn’t my job or a requirement for the owner to take responsibility for the damage. The owners told me to stop messaging because they said I was harassing them. I said I’d review how they were handling it, and they accused me of threatening them. I called on Sunday afternoon to ask when they’d get back to me with a resolution. At the meeting, they brought up unrelated issues about missing KFC and noise complaints from days earlier. To me, that was a deflection, since those things had happened before the tablet was damaged and were ancient history. The owner called my claim that the tablet was damaged ‘nonsense’ and told us to leave the property, saying he’d refund us for that day. I was shocked and horrified. I’d been feeling unwell and wanted to rest, but instead we had to find somewhere else to stay and pack in a hurry. I cried through most of it and couldn’t believe this could happen to a guest at a lodge. It was demoralising and traumatising, and we left feeling like criminals. The issue remains unresolved, and I’m taking it further, not only over the cost of the tablet screen, but on principle and to stand up for consumer protection rights. I feel robbed and stripped of my dignity.