Absolutely horrible

This famous restaurant and their staff have yet to be reprimanded for their terrible service. On the 25 April 2024 I made a reservation for the 11th May 2024. Due to unforeseen circumstances I had to cancel the reservation. Keep in mind I paid for 4 people in advance on the 25 April to ensure a spot would be kept for me and my family. I did this because last year when i made a reservation without paying before hand I was told that they had to cancel my booking because another party paid for the whole day up front and i did not make any payment therefore it had to be canceled.

On the 30th April 2024 I informed the restaurant that i had to cancel and i would like a refund please. I did not receive any confirmation of cancelation until i followed up on the 02 May 2024. I followed up on the 06th the 7th the 8th of May. Everyday i had to ask these people has my refund been approved or has accounts sorted it out.

On the 8th of May I messaged their whatsapp number asking for my refund and for it to be sent before the end of the day. The person on the other end was extremely rude to the point where i called and asked for a manager. I was **** to by whoever works the whatsapp line saying the refund was sent through to accounts the day i canceled. Later this same person tried to tell me if I'm not happy i should come to the restaurant and speak to management myself.

According to this person who handles the whatsapp line someone junior was handling it while he was away. Which frankly is lies. I later got hold of the manager and explained the situation. The manager seemed very nice at the time and offered to do anything in his power to ensure my refund would be processed. He also advised that it would take 7 days max for a refund to reflect. From the 30 April until the 8th April that made 7 days already.

The manager by the name of Altaff asked if i could rather pick up the cash at the restaurant in Sandton I opted for my money to be deposited directly into my account as i could not leave work. On the 13 May 2024 I received a "****" confirmation slip that my money would be refunded.

Yesterday would have been the 7th day since the 13th May 2024 I once again explained i did not receive any money/refund he mentioned that it was strange and told me he would double check. At this point I become extremely frustrated so i contacted HBZ bank limited to see if payment was made into my account from the slip the manager provided me on the 13th May 2024 I also attached the banking information which is registered to the Palm Continental hotel Johannesburg (PTY)LTD. The lovely lady who helped me mentioned that when she pulled a statement for that account the refund was never ever processed and sent to my account.