1 reviews | Active since Jul 2016
Shabby service by Touchdown Africa Group
We have been Fractions owners at Season Golf and Spa (part of the Touchdown Africa Group) since 2008. In December 2021 we confirmed a week long holiday for 16-23 December 2022. During the year we were in contact with the Touchdown Group Customer Services people and with their line manager about this holiday and other matters. We, in fact, spoke to the customer services people at the beginning of December 2022 about some arrangements for the unit we would be occupying.
On 16th December 2022, we arrived to check in and were told that somehow our booking had been cancelled. No one at reception had any idea who had cancelled the booking or why it had been cancelled. My nephew was told that if we "just went home" they would give us a holiday in December 2023. This was a pointless offer as we already have a holiday booked for December 2023 as part of our fractions ownership.
We made a fuss, phoned our customer services rep on her personal phone, tried to contact head office, etc. to come up with a solution. Eventually the resort management "found" an empty unit and offered that to us. We did not want to face travelling home and dealing with the issues around that so we accepted. The unit we were given was a significant downgrade from the premium unit we were expecting and it was not ready for occupation.
The resort staff, housekeeping, etc. worked quite hard to make things bearable for us and we appreciate their efforts.
We are still waiting for 1. an apology from management, 2. an explanation for the fiasco, and 3. some meaningful compensation for our downgrade.
The Touchdown Group's attitude seems to be that we accepted the downgrade (what choice did we really have?) and so we should just "suck it up".
Our experience over the years is that Touchdown Group's management does not treat their customers with respect and are only in it for the money. A sign that this is the case, is that it has proven impossible for us over the years to have a meeting with the CEO or even to get his email address to send questions or queries.
