HUMILIATION IN FRONT OF OTHER GUEST BECAUSE FRONT OFFICE MANAGER DO NOT HAVE HER FACTS READY

What should have been a romantic getaway after a long life dream on my 60th birthday, hardly started when it was ended on a very disappointed and disgusted way. We arrived at Tshukudu lodge on Thursday 12:30...everything was ready for the celebration of my 60th the same day. I was congradulated on my birthday at reception, our welcome drings stood ready on the table with our room keys..the form was presented to us with all the included activities for our booking... bed, breakfast, dinner at the boma, afternoon 3hr game drive and 2hr morning game drive the following morning.. We had a light lunch when we came there, which was to be paid for. There were 3 cold pieces of fish with green garden salad, but the bucket of chips was empty. My husband asked Roberta, who we learned, should be the front office manager. She confirned that they are aware and will bring fresh chips shortly. We sat for about 10-15min, after a man come and told us that he will be bringing the desert...we ate the cake and my husband drank a Coke, and till then, the chips never arrived. We left for our room. We went back to the lodge at about 15:20 to be ready for the afternoon game drive. One of the men who welcomed us on arrival, came to us and confirmed that our driver will be Johnson and we should wait for his vehicle. Two other vehicles arrived in the meantime, but the man kept on telling us to wait for Johnson because our room was allocated to his vehicle. Eventually he arrived and was told to get on. The vehicle was not parked next to a platform where we should get on and I struggled a while and needed assistance to get on. We just sat, when Roberta came there and told us to get off because our booking did not include the game drive. I told her that we paid for both game drives as part of our booking with Constance, but still she insisted us to get off because she did not have the details of our game drives and she first want to go inside and call to double check. She blatantly accused us of climed on the vehicle to go on the game drive without paying.We had to get off like sly people, *******, because we were (according to her actions) dishonest. Once again I stuggled to get off as I had a knee replacement operation about 5 months back and I am not fully recovered yet.. I had my one leg down, my husband held me from the back and a total foreign man had to lifted my other leg on the vehicle to get it over the rail.. Three vehicles of strangers were looking apon us and we were not allowed to get on the vehicle. The man who told us to wait for Johnson, came there and told us again to get on because we WERE booked, but we told him Robertha insisted us to get off because she did not know about us.. Eventually Roberta came back, confirmed that she saw our booking and payment but told us to go to another vehicle. And once again we stood there... about 35+ foreigners stared at us and when we wanted to go to the other vehicle, there were two places.. one at the back and I to be sit in front next to the driver...REALLY!!!!! This is supposed to be an extremely special occation and at that stage, stood there, never in our more than 60years were sooooo embarased and humiliated by ONE person who thought she own the whole lodge!!!! How did ALL the other front office staff knew it was my birthday, gave us a highlighted form with all the includes of our booking and the one, supposed to be the MANAGER, claimed that she had nothing of that info of our booking on her system records???? Just there on that moment, me an my husband turned around and left to our room. I told my husband, I am not interrested to stay there without the game drive - THAT WAS THE MAIN REASON to book at Tshukudu...and if I could not do the game drive, I was not interested to sleep there either.. We were blatantly accused of being dishonest and taking changes to accompanying a game drive without payment... I am sorry!!!! I do not have to pay such a lot of money to be around lodge staff who, IN FRONT OF 35+ PEOPLE, humiliated me/us before we could enjoyed what we went there for... Then all of a sudden Roberta wanted to offer a spa treatment....I was not interested to spa treatments. It was anyway nearly 17:00 in the afternoon...we would have left the following morning to our next destination...and now she wanted us to change all our original arrangements for a second-price spa treatment??? She should have had her facts and details about her guests ready in the first place before accusinging guests and humiliated them in front of others.. and that after we paid such lot of money for an all inclusive booking.. !!! Tshukudu will NEVER see us again and for sure we will tell friends and family about ONE STAFF MEMBER who have the ability to ruins a guest's sooooo long life dream!! We gave instruction to start processing our refund for our whole booking. I hope she started with the process that we do not have to wait weeks and months.. We had to struggle around Thursday evening and had extra expenses to get other accommodation and dinner and breakfast..our WHOLE original trip and plans for the weekend had to change.. due to ONE PERSON!!! An DUE TO THIS REASON NEED OUR REFUND ASAP...We DO NOT want to wait for ages!