SANParks reservations - impossible to make reservation competently

SANParks reservations - where does one start to describe the ineptitude of this department (often ones first impression of the organisation).

Firstly it takes nearly 2 days to actually make a reservation, full payment reserved on the credit card but no confirmation letter.

Email sent to the "don't bother me" department showing the reservation dates and breakdown together with proof of said payment reserved on the credit card. Get a case number back, with promise of response within 24 hours. Required response not received so yet another email is sent demanding confirmation of booking.

Surprised to actually finally get a response after no less than three emails, I receive a Request for Deposit Letter - for the booking that the funds have already been reserved for - and a snippy email from the Customer RETENTION department stating that my query is now resolved and closed!

Now one may say, just call them to resolve it.... Well after nearly 3 hours of attempting to get through to them over the course of 4 days, I can confirm that this will NOT be a route to consider.

SANParks, you are currently putting substantial effort in to improve the accommodation, perhaps you should spend some of your funds and training on your reservations staff and your system that constantly falls over? It may be the best place on earth but you certainly do not make reservations easy, in fact it's effectively off-putting to many!

Maybe they can find it within their limited powers to send me the confirmation letter for the funds they have taken from my account before the end of the week.... Although I shan't be holding my breath!