Bad Service and no Managent consequences

On the18 th of March 2015, I called Millpark Holiday Inn to book a room for the night. The lady that took my call told me that there were plenty rooms availabe and I should just walk in.When I got there to check in at reception we were helped by a Mr. shadrack who stated that no rooms were available,I told him I had called earlier to make a booking and was told to just walk in.There was another lady behind the counter who spoke to Mr. Shadrack in the Sesotho language, she assumed that we did not understand. She asked why he was not giving us a room when there were rooms available, he then told us he had a cancellation and that a room had become available. I handed him my frequent guest card and asked him to process the booking which he did, he took a payment by credit card.The next morning on checkout, when I was presented with my bill I noticed that it was not done on my frequent guest no. so I queried this. Apparently the rate I would have qualified for would have been lower than the rate I was charged and Mr. Shadrack wanted to charge us the higher rate, so I called for the manager a Mrs Rose to complain, she took our details and has not come back to us even after 2 calls.