Overcharging and terrible customer service!!!

Booked well in advance on my side. Boitemelo even called me on the day of check in to confirm. When we arrived, they tried to overcharge me by R3000.00. I had to plead my case, luckily I had the conversation between Boitemelo recorded. Even after playing the recording, Boitumelo still denied what she had promised. We had to wait a further 3 hours in the boiling sun waiting for them to rectify their mistake. I was travelling with a large group and small kids. So three hours in the car, fighting to check in, waiting another three hours, missed lunch. Then we had to wait again because the first room that they put us in was not in a good condition.What a way to start a vacation!!! Please escalate to senior management!