CITY LODGE HOTEL GROUP: ******* CANCELLATION OF GUEST BOOKINGS

Dear City Lodge Marketing Manager

We are in receipt of your email sent to the Road Lodge Durban General Manager dated 20 January 2023, re : your guest Mrs A A, and we hereby represent her as our client.

We have left several voice messages at your telephone ***, yet to no avail.

Neverthless, we hereby challenge your action taken against our client, as a prelude to Litigation as follows:

1) On what basis did you: a. unilaterally cancel all(*confirmed*) bookings made by our client? b. Unjustly insist on an immediate full payment for the 20/1/23 after it was signed as a redemption.. c. Claim that our client "does not have any CLHG Rewards points for this & all future bookings" (despite her having screenshots to prove otherwise) d. "Evict" our client without having concluded your so-called "current Investigation on all bookings".

2) As per your telephonic explanation to our client, you mentioned you had experienced a "system error". However your I.T. company is yet unable to provide us with any records of such. Thus there seems to be a direct contradiction between this and the reason that you have stated on your email, for the ********* course of action that was taken by you.

3) We have inspected the Terms and Conditions of your Rewards Programme and are unable to find any clause that gives you the authority to cancel a, or any already confirmed redemption bookings, especially of immediate effect!

4) The loss and damages caused to our client and her family by your unilateral, ********* action has been substantial. We have on record pictures of their home being under urgent repairs, due to which the redemption bookings were made. Instead of giving them sufficient notice to arrange alternate accomodation, they were instead unfairly, immediately "denied their rights" and so to say "left stranded on the street" despite being loyal guests of CLHG for many years.....This speaks volumes of your appreciation and care for loyal members, which needs to be publicised so that the public may realise your greedy, ungrateful attitude towards patrons that have brought you much business for many years.

5) Lastly we regret to inform you that we intend to officially represent our client in claiming for losses & damages from you. Nb. this is inclusive of, but not limited to expenses of alternate accomodation borne by her and her family, the costs of which are climbing each day that you delay in remedying this situation. .......................

Pathetic Automated Reply from City Lodge Hotel "Marketing Manager :"PP" is on annual leave returning on 06th February 2023."