Disgusted with their unprofessional service

We will never again support Mosaic and we will definitely not advise anyone to support them in future. I am deeply disappointed, to say the least, with the staff at Mosaic Restaurant and the Orient Hotel. I made a booking on 4 September 2020 for my mother’s 60th birthday. The booking was for 20 November 2020 at Mosaic coupled with a booking for three bedrooms at the Orient that night. I confirmed my booking via email and telephone and even received a booking confirmation on 12 November 2020 specifying the rooms I booked. All of a sudden on 17 November 2020, only three days before our long-awaited celebrations, I received a call from the staff informing me that there was a double booking and that we cannot stay over at the hotel. Apparently, someone booked just before me on the 4th of September and the rooms will have to go to them. How on earth do they only pick up this error after more than two months and as I said, three days before our booking??? The lady who contacted me told me that the owner suggests we organise a shuttle for ourselves and that they recommend Pilansberg or Sun City……..????? Does the owner not have the faintest idea how far away those locations are from their establishment and what an inconvenience that would be for us? They did not offer to assist me in organising a shuttle or offer suitable suggestions of hotels around them that they can recommend. I could not speak to the owner as she was apparently not available, neither could I speak to the lady who first confirmed my booking. The only contact person was a lady who has recently joined their team and could not assist me properly. I felt absolutely humiliated at their “shrug it off” and “it’s not our problem” attitude. I had to explain to my family that the fine dining experience we were looking forward to is cancelled with no logical explanation as to why. My family and I have all dined at Mosaic before and I know Chantel’s food is great, but she and her staff must remember that all her rewards means nothing if they cannot provide their guests with basic good service, administration, and above all respect. I highly doubt the double-booking story and believe we were pushed off the list for the guest who booked five rooms for that night as appose my booking for three rooms. How did they only pick up on this mistake more than two months after the bookings? You may not have viewed me as an important enough guest to assist properly and in a professional manner, but believe me, if you keep on treating “less important” guests this way, your business will feel it.