Appalling Customer Service

I am currently living in Johannesburg and am preparing for a significant event in my life that needed me to arrange accommodation for my guests and family. I first made a booking to this hotel via booking.com however I realized that the rooms I booked wouldn't be to the specification I needed so I call the hotel and the gentlemen who assisted me advised that I book directly on the website. So I then cancelled those bookings and booked on the website- the website gave me two options to pay immediately or pay upon check in so I selected the latter. Fast forward a week before the intended stay, I was harangued and harassed by the Edward Hotel team requesting payment immediately or my rooms would be cancelled. The first lady I spoke to I indicated that I'm currently on the road can she drop me a mail and I will respond to the request when I'm able to do so. The next day i was called by a lady called Losh whilst I was in a meeting she was also requesting that payment be made as its hotel policy that guests my pay prior due to the long weekend, I indicated to the lady that I'm in a meeting can she call me after an hour as I was unable to fully engage in the discussion can she call me after an hour. In the most condescending tone Losh responded if you don't call after an hour I'm gonna cancel all of your rooms. I have never experienced such rudeness from an entity in my whole life.

This has been such a disappointing experience with hotel more especially because my husband and I use it quiet regularly when we are in Durban. Further to that this policy of payment was not even on their website when I did the booking, and in all communication with the hotel none of the staff indicated this to me.