Worst customer service ever (I teach Customer service as a subject)

<p>On the 24th December 2016, I called Goudini Spa and spoke to Miss Cecily to enquire if there are any cancellations which I may be taking advantage of. She informed me that they just had a cancellation for the 28th & 29th December. I booked the chalet and informed her that it will only be 6 of us. (she didnt inform me whether it was a 4,6 or 8 sleeper cancellation), I paid the deposit and emailed the proof of payment to her. All this happened on the 24th. We then had 1 person who cancelled which left us only being 5. Upon arrival I was informed that a 4-sleeper chalet is what I booked and paid for. A fact that I denied. At no point was I informed that I'm booking and paying for a 4-sleeper. I mentioned that it would still be ok since my son could sleep on the couch. This was blatanly refused and a suggestion was made that I rather take the extra person back to Cape Town.</p> <p>A 2nd suggestion was that I upgrade to a 8-sleeper at an additional cost of R5300.00 (additional funds for whhich I did not budget). I requested to speak to a supervisor or manager. In steps Mrs Ibtesaam Jacobs. The most arrogant, rude, inconsiderate person working in the hopitality sector. The sooner she realise that she is in the wrong business the better for all concerned. She enquired as what my problem was but before i could finish 10 words, she informed me how wrong I was and how things will and should be the way she wants it. I called on their sense of understanding but to no avail. At no point did they even attempt to find a resolution other than getting their pound of flesh. In their view I only had 2 options: 1. Take one person back to Cape Town or 2. Upgrade.</p> <p>I decided to upgrade. The person who then helped me charged a lesser amount of R3660. (go figure).</p> <p>The 1 star i'm giving is not for the conditions or the facilities but the the extremely poor human and customer service by a few people who could care less about the people they service. It would seem that some of the staff take their guidelines from the supervisors and management.</p>