1 reviews | Active since Jan 2018
Unpleasant encounter when booking was made.
On 18 January I booked a weekend through Booking.com - as I do with all my travel accommodation needs. On the 23rd I received a notification on the app that I had to update my card details because the payment to Seasons Golf, Leisure & Spa did not go through. This was strange as I just had a booking's payment (3 times the amount of this booking) to The Palace at Sun City go through smoothly. I re-entered my card details & sent a message through the app to the hotel to represent the debit as there is nothing wrong on my side. There is more than enough funds, the card has not been stopped - I couldn't understand what the problem was. Checking my emails then I came across an email from Jackie that if I do not settle the account by the 24th, my reservation for the 30th March - 2 April will be cancelled. I didn't appreciate the tone of the mail. But as I started opening mails from days before I realised that I had received a few emails from Jackie at Touchdown. On the 24th, I phoned to clear things up. From the start of the conversation this lady interrupted me on my first sentence saying that she has just processed my payment & was sending me a message now. I honestly did not appreciate the irritated tone this lady had - for someone in the "hospitality" industry! When I told her I didn't appreciate her attitude she got even ruder! She needed some form signed but all of a sudden the payment was through - without me completing it! If she just picked up the phone after the 1st email was not answered all would have been resolved in 1 minute. I don't check my emails all day every day. My work is of such a nature that I simply cannot. Jackie refused to give me her manager's name after I said that I was taking her attitude up with a more senior person. I'm so disappointed in the treatment one get when you're making a booking! I felt treated like a debtor that has has an account outstanding for months. I haven't received ANY goods or services so I could easily have cancelled my booking! Professionalism costs nothing in this industry. Please teach her that.
Dear Mrs Pienaar,
Thank you for taking the time to bring your experience to our attention.
Please accept our sincere apologies. I can assure you that this is not the service we strive to provide our clients with.
I investigated on the matter and would like to advise that we usually request the additional authorization form to be filled in and emailed back to us if the reservation amount exceeds a specific limit. This is to safe guard our clients against ********** activities. As you gave the go-ahead as per your email she went ahead with the processing of the payment prior to your telephone call.
I also found that standard messages go out to clients where the bookings are not paid within 48 hours after they are made. We would like to apologise for the tone of this message and I can assure you that we will review the process on how the whole booking experience is handled. The applicable staff member will also be addressed accordingly as professionalism is key in any industry.
We hope that you and your loved ones will have a memorable holiday experience and hope to welcome you back to our resorts in the future.
Should you have any additional queries, do not hesitate to contact us.
Kind Regards
Touch Down Group Customer Service Department
Dear Mrs Pienaar,
Thank you for taking the time to bring your experience to our attention.
Please accept our sincere apologies. I can assure you that this is not the service we strive to provide our clients with.
I investigated on the matter and would like to advise that we usually request the additional authorization form to be filled in and emailed back to us if the reservation amount exceeds a specific limit. This is to safe guard our clients against ********** activities. As you gave the go-ahead as per your email she went ahead with the processing of the payment prior to your telephone call.
I also found that standard messages go out to clients where the bookings are not paid within 48 hours after they are made. We would like to apologise for the tone of this message and I can assure you that we will review the process on how the whole booking experience is handled. The applicable staff member will also be addressed accordingly as professionalism is key in any industry.
We hope that you and your loved ones will have a memorable holiday experience and hope to welcome you back to our resorts in the future.
Should you have any additional queries, do not hesitate to contact us.
Kind Regards
Touch Down Group Customer Service Department