Absolute disregard for a paying customer, unprofessional planning and coordinating from a 5 star venue - Aurelia's Emperor's Palace

We booked a high tea for 50 people for a bridal shower which took place on the 28th of November 2020 at Aurelia's Restaurant, D'Oreale Grand Hotel, Emperor's Palace. The booking was paid for in cash well in advance through Busi. On the 24th of November I called Busi to follow up regarding the set up and arrangements for the day. She advised that she was not at work on that day and was unaware of my booking. I then called Aurelia's directly, i spoke to Mpho who was quite helpful. I explained my requirements in terms of the set up and she advised that we were allocated the private area as we were told that the venue would be ours for the day and due to covid regulations this would need to be adhered to. I then told Mpho that I have balloon decor that will be set up on the day and she advised that balloons are not allowed. We confirmed with Busi if we could have balloons at the venue and she advised that we could. This was already paid for at this point and I had to plead for my balloon decor to be allowed. As per my conversation with Mpho I went to the venue myself in order to ensure that this lack of communication and confusion could be resolved. When I arrived there, Siphiwe mentioned that the ladies were not at work. I then communicated my frustrations to him at this point and asked him if we could resolve the seating arrangements and set up at the moment I was there. He showed me the private area we were supposedly assigned, I was shocked beyond words at this point, because the private area can only accommodate 7 people max!! How could I be assigned that area with a guest list of 50 people? I asked Siphiwe if we could resolve this now and he mentioned that I should come back the next day as he is unaware of what can be done. I called for the manager as to me this was now spiraling out of control. Brian came to meet me after some time. We sat down and I explained my dissatisfaction to him. He asked me questions which no one else had asked, dietary requirements, linen, drinks, additional beverage bills, seating arrangements. We walked through the venue and he advised that he was going to allocate the private area to the 6 bookings he had for the day and the entire front section of the restaurant would be ours for the day. He apologized and assured me that he will be there at 12 on Saturday to ensure that my requirements were communicated to the staff. On Saturday I arrived at the venue as discussed at 12. To my disbelief, the tables were not set up as per my discussion with an individual in a management position, Brian was not even around when I asked to see him. Mpho asked me to step outside and give them 15 minutes to set up the tables as per my requirements. At this point the staff were standing around refusing to move the tables as per what was originally promised to me by a manager. Eventually the tables were ready at 13:45, and my function started at 14:00. This was absolutely unprofessional to be setting up a venue with guests already starting to arrive. As we moved on to the serving of the food, we were allocated two waiters for a group of 50 guests, we had to request more waiters as the orders for beverages were taking forever to get through and then be served. At the end of the function I came across Brian the manager in the kitchen and asked him what the issue was in terms of him as a manager providing me with his commitment that my requirements as we discussed would be carried out, and in turn me arriving there and nothing had been done as per our discussion. I explained to him that nothing had been done and the staff were still setting up as my guests were arriving. I mentioned to Brian that he knew I was unhappy during the week prior to the function and that I was going to write an official complaint, he then tried to pacify me and mentioned that I should trust him and that he will ensure that everything is in order for the day of my event. I also mentioned to Brian that my father, Mr Karthi Moothsamy has hosted over 10 functions at Emperor's and this is the lack of efficiency, service and support we receive. At the end of our discussion, I mentioned to Brian that I am definitely going to submit a writtem complaint on Hello Peter and social media and he responded with ''Oh well'' and walked away from me. This has been the most unprofessional experience we have endured. A total lack of service and no consideration or any sort of hospitality. I am shocked with what has transpired, the total run around I was given and that even after complaining and expressing my concerns, I was not taken seriously at all and my requirements were not even communicated from a management level and disregarded.