Prokard Experience database

On the 2nd of September we went for Dinner. Our Prokard had expired. It is ridiculous that because we have not stayed at the hotel they were not able to pick up that the card had been renewed.

This is not the first time. It is ridiculous that we have to have an email to show the hotel that the card has been renewed.

I don't have access to my work email on my phone. I didn't have my login details on me.

We were also told that we could not produce our valid card at a later stage and claim our discount back. I don't understand this - if we are members, we should ALWAYS have access to our benefits?

Edwin was our waiter, I assumed he did what he could to assist us.

Laurentia the food and beverage manger chose not to assist us.

Conny later assisted us and authorized our discount on our bill. My Nanny had taken a picture of the card which we produced as well as sent us an email which we also provided. we signed the printed copy and all was sorted. We also viewed the database that indicated the card had a later expiry date.

What was the issue here and why were we not initially assisted.