Disappointment with Booking Cancellation and Lack of Customer Service

I am writing to express my extreme dissatisfaction regarding my recent experience with ATKV Natalia. As a loyal member, I had made a booking for Easter weekend last year in November for one unit. At the time of joining the ATKV membership, I was informed that as a member, I could avail three units at the membership rate if booked online.

Taking advantage of this ATKV benefit, I proceeded to book a second unit for the same dates in February, again through your online portal, and received confirmation of the membership rate. However, to my dismay, just two weeks before the scheduled trip and a month after my initial booking, I received an SMS from ATKV Natalia informing me of the cancellation of my second booking under the membership rate.

I am deeply disappointed by the lack of communication and the unprofessional manner in which this cancellation was executed. Is this truly the way you treat your loyal members? Why was this not communicated to me at the time of booking? How am I expected to manage the additional expenses just two weeks before the trip?

As someone who meticulously plans their budget, I find this situation incredibly distressing. Fulfilling promises made to customers should be a priority. The membership rate was confirmed online, and it is imperative that you honor your commitment to customer satisfaction.

Furthermore, my attempts to escalate this issue to management have been met with further disappointment. I tried to contact Amanda, as advised, and was informed by Zelda that she is unavailable. When I requested a callback, I was told that there is no set time for managers at the office, and she couldn't guarantee if I would receive a call back.

This lack of responsiveness and disregard for customer concerns is unacceptable. I have not even arrived at the resort yet, and I am already experiencing a complete lack of customer service.

I urge you to rectify this situation immediately. Please reinstate my booking at the membership rate as originally promised and ensure that such lapses in communication and service do not occur in the future.

I await your prompt and satisfactory resolution to this matter.