Call Centre and Impossible to speak to managment

We have been members of QVC for a number of years and to date we have never had satisfactory service from them and I can never get the accommodation I want and where I want it they always have an excuse. In June I made a booking through them for accommodation in Mpumalanga area and the resort I was looking for was Sanbonani again according to their staff it was not available. I settled for crystal springs but the reservation worried me to an extent so I phoned the resort only to be told that I had been booked into 2 hotel rooms and not a 3 bedroom Chalet. I then phone QVC back and spoke to a lady by the name of Felicia and told her I wanted to speak to some one in management and she refused to put me through to them at the end of the day she booked the correct accommodation for me. I have subsequently booked accommodation in Sedgefield for friends of ours and I have had no less than 4 phone call wanting to know if they have their documents and these call were 1 hour apart. I then phoned back wanting to speak to management was put through to some customer care person In reservations told her my dissatisfaction and still no resolution. The directores of this company do not care