false promises
<p>i would like to know why protea hotels offer false advertising when selling you the prokard esp regarding the free vouchrs saying "subject to avaliaibilty". my previous prokard expired 31 October 2016. i recived a minimum of 6 phone calls from the same lady to renew although i told her i will call when im ready. i called re the free night that i could not used and was advised that its because the voucher expired on 31 Octoer and i can not use it after that although i was told you can use the voucher later tham expiry date so long you book it before the expiry date. i then renewd the prokard on 11 October only to discover that my free vouchers still does not work . when i called in i was told it is because hotels only get a certain amount of free evoucher rooms. i am a member since 2014 but the service of prokard is becoming pathetic. did i then renew the card for nothing???????</p>
Dear Nadira,
Thank you for your email and bringing your frustrations regarding the Prokard membership to our attention.
Kindly accept our sincere apologies for the inconvenience of not being able to confirm reservations utilizing your Prokard Electronic Vouchers, I certainly understand your frustration as terms and conditions were not explained to you in detail.
Unfortunately there are too many details in the terms and conditions which makes it almost impossible for our sales consultants to go through everything with each and every client and there for we do send out the terms and conditions with the card and is also available on our website for all members to fami****ize themselves with as its use acknowledges acceptance of the terms and conditions of the Prokard loyalty programme.
As per Prokard Terms and Conditions, complimentary accommodation is granted on a first come, first served basis. All hotels have a limited number of rooms available each month for this benefit. At certain hotels, due to high demand and at the discretion of the hotel's management, complimentary accommodation may not be granted over public holidays, school holidays or during any major sporting event, festival or peak period. Certain hotels may only accept complimentary accommodation reservations during the week or over weekends
Due to the allocation of rooms per month for complimentary accommodation, you might not get availability utilizing the voucher but are able to find rooms at the actual hotel, remembering that you would still qualify for your Prokard discount on the rate.
Kind Regards
Gillian Bachmann
Engagement Centre Exclusive Service Associate
Protea Hotels by Marriott®
African Pride Hotels
T: +27 (0)21 ***| F: +27(0) ***
E: ***
Dear Nadira,
Thank you for your email and bringing your frustrations regarding the Prokard membership to our attention.
Kindly accept our sincere apologies for the inconvenience of not being able to confirm reservations utilizing your Prokard Electronic Vouchers, I certainly understand your frustration as terms and conditions were not explained to you in detail.
Unfortunately there are too many details in the terms and conditions which makes it almost impossible for our sales consultants to go through everything with each and every client and there for we do send out the terms and conditions with the card and is also available on our website for all members to fami****ize themselves with as its use acknowledges acceptance of the terms and conditions of the Prokard loyalty programme.
As per Prokard Terms and Conditions, complimentary accommodation is granted on a first come, first served basis. All hotels have a limited number of rooms available each month for this benefit. At certain hotels, due to high demand and at the discretion of the hotel's management, complimentary accommodation may not be granted over public holidays, school holidays or during any major sporting event, festival or peak period. Certain hotels may only accept complimentary accommodation reservations during the week or over weekends
Due to the allocation of rooms per month for complimentary accommodation, you might not get availability utilizing the voucher but are able to find rooms at the actual hotel, remembering that you would still qualify for your Prokard discount on the rate.
Kind Regards
Gillian Bachmann
Engagement Centre Exclusive Service Associate
Protea Hotels by Marriott®
African Pride Hotels
T: +27 (0)21 ***| F: +27(0) ***
E: ***