Pathetic Service from Signature Lux hotel - Sandton

So my partner and I got to the hotel at 11pm on the day of check in, (which was indicated on my special request, that we will be having a late check in), only to be told by an absolutely rude and arrogant staff member that our booking had been cancelled. When asked why, he just nodded his head, shrugged his shoulders and said he didn’t know, and we should look for another place to stay. When asked where we should go at 11pm at night , on a weekend where a music festival was to take place the very next day in the city, he indicated Park Inn in Sandton. He then made some meazley attempt to call Park Inn, only to tell my partner and I that Park Inn were fully booked. He then handed us his managers card and said call him, and went on with his business as though we weren’t even there. When I went onto booking.com, 2 minutes later, it showed 5 rooms available in Park inn, and when I called them myself, the gentlemen indicated that they did indeed have room for us. If that staff member was abit more empathetic and willing to help, then maybe I would have considered signature lux hotel, but never again!!!!! Absolutely pathetic and rude service. It’s sad that such people are employed in hotel/tourist industry.