Mishandled reservation

I write this as a very dissatisfied customer of first group.

On the 2nd May 2023 I made a reservation by contact the contact number from the furst group website after I had some challenges making a booking online.

I spoke to an agent by the name of ****ha Bhagwanath who expressed that she would be able to assist me with my booking. She asked me how many people would need accomodation wherein a proceeded to tell her it would be six adults and 2 children who are 6 years old. She proceeded to inform me that thebkids would not need to be booked in so she will assist me and let me know that at that particular time they had a special running. I was happy with the assistance and proceeded with the reservation.

She indicated that once the jnvoice was generated she would send it to me via whatsapp and I then made payment after receipt of the invoice.

On the 19 August 2023 I then receive a call from Magaliespark to confirm my reservation, I proceeded confirm this with the lady who assisted me (unfortunately I don't remember her name) who then says to me the accomodation I have booked is a three bedroom which will only accommodate 6 people. I got confused by this as during my booking I was told that I would be able to bring the number I had indicated since the kids are 6 years old and now the story has changed? She then tells me I will have to book another accomodation if I want to accommodate all 8 people. I am shocked by this because this is 2 days before my arrival and where should I now have the budget for a trip I had planned around April/May 2023.

I find this quite deceptive as I was led to believe that my booking would be accommodated when now it isn't. My family had been looking forward to this and took leave to go on this trip.

On Saturday I then called the first group head office to find out what was happening and the lady that helped me there ( I also don't remember her name) indicated that they would investigate the call as all their calls are recorded and would then get back to me. I had to call again to get progress as I had not received any further indication regarding this matter. She indicated that all the information had been sent to Magaliespark and they would contact me yesterday.

I do not remember the agents names I spoke to on Saturday as I was highly frustrated that I am not receiving any progressive way forward and I'm being left out high and dry, when I have not caused this issue.

Today is Sunday the 20 August 2023 and I had not received any call from either head office furst group not Magalies regarding my issue.

I called again and the lady I spoke to indicated once again that head office knows that their policy is 6 guests in a 6 sleeper. My issues now are this:

This was not by an means my error as a customer and now I'm suffering the consequences of someone else who works for furst group misinformation

I am being expected to book accomodation that is now outside of my budget and the establishment is not trying to resolve an issue that was not cause by me as a customer

I am not being provided with proper feedback regarding this issue in terms of the investigation and how they resolve such matter instead I am left high and dry to see to finish.

The customer service I have received leaves much to be desired for when it comes to dealing with customer related matters. I am highly disappointed with this.

I would like clarity on this matter and joy this will be handled please.

I find this conduct extremely poor and dissatisfactory. I would like to think that customer's issues would be resolved however this is not my first hand experience.