Non-existent customer service from reservations

I wished to make a reservation at Sani Pass resort from 24 – 27 March but was unable to see from the website photos which were garden rooms. The description is not specific. I emailed my query to the address given on the hotel’s website for direct reservations, on 25 February – no response. I then completed the contact form on the main website and later received an email from Ruth asking for the details, which I immediately responded to and again – no response in 8 days. Beyond shocking.

Last time I stayed I specifically requested a GARDEN room but on arrival we had been allocated a room in the main hotel block, which is very noisy at night. I refused to accept this and it took hours before a garden room was made ready and consequently we lost a whole afternoon, unable to even unpack.

Needless to say I have since booked elsewhere, which is a pity as I have enjoyed many holidays at this delightful hotel in the past but only once since Premier Hotels took over, and they have now lost a return customer - remember the 80/20 rule? Premier Hotels’ management should know how their staff, who should be grateful they still have jobs in the ailing accommodation sector in these times, are letting them down. The person I spoke to telephonically at the hotel on 24 February did not even know if the hotels had any pensioners’ special available and put me on hold while she went to check!