Protea Hotels nightmares

As a Prokard member, we were promised great hotel services at any Protea Hotel. We booked on line as is the requirement and as I have had bad experiences before with Knysna and Mosselbay Protea hotels, I was requested just to phone in and confirm my room requirements. I called the Worcester Cumberland Hotel and spoke to Bernadine setting out basic requirements as we were going to celebrate my birthday and a 40 year wedding anniversary. A room was confirmed with a jacuzzi and I required at least a view of some kind, not being at this hotel before. On arrival, the room was supposedly booked out and I was offered another room. The receptionist inquired by the cleaning lady about a room to meet our requirements. Unknown to the receptionist, the "jacuzzi" room was available but not cleaned yet at this hour of 15H00. I had to spend time at the mall until the room was ready. I rejected the promised room as the jacuzzi was a normal bath for one person with "jacuzzi" jets in and not as expected. The room had a strong musty smell and dingy with no windows to views. After my complaint, another room was offered which was even worse as it leads to a meter wide alley with no views at all also with a bad musty smell. I have written to their head office but received no response. It seems that Prokard members has to put up with the worst accommodation to fill the hotel which has been my experience since being a member. No apology or measure can be accepted as my celebration which comes once in a lifetime has been ruined by Protea Hotels. No manager was present to resolve my issue and I then had to cancel my stay. They were also not helpful to cancel my accommodation and expected me to come back all the way to Cape Town to cancel on line before 18H00. It also cost me 250km from home including two toll fees due to the poor accommodation.