ANEW hotel - worst client service ever

If I could give them no stars I would. What is the point of a 3/4 star getaway if their customer service sucks?

Their system was giving issues when making online bookings so my boiling got made in Gauteng rather than KZN as selected and checked - when I called to ask them to fix it they said I’d made 2 bookings rather than 1, and that they were both in GP. After explaining that their system kept blanking out as it went to each different booking page and that I believe that’s where the error came in, they still said they might not refund me and they can’t move the booking. After a long pointless conversation and being transferred to another service agent they said they can move my booking but I would have to pay in. They needed to meet that same price as a chain hotel and service provider - but they would not. Then I asked for a refund - they sent the request through to management, and I have still not heard anything back or received a refund as they promised. This hotel group does not seem to be interested in keeping their clients 100% happy - they seem to have no aspirations as to how gaining a good and lasting client relationship works. I will never use their services again and encourage anyone who considers it, to think three times.