Bad treatment during booking

Good day

I made a call to Southern Waterfront yesterday and requested to be transferred to Reservation. The lady who answered the call opted to help me instead. I requested a booking for four rooms for four government members. I also made it clear that I am also requesting government rates. The lady gave me a government rate of R1230 and advised me that I should send an email to qualify for government rate. I did as advised. Then I received the with invoices billed on normal price. I called the hotel again and this time the lady said she cannot see my reservation and I should use the government email.

I have been making reservations with Southern Sun the way I used to for years and I don't understand why would they treat their faithful customers like this. I requested to speak to the manager and I was told that there was no manager on duty and I must try the following day.

Very disappointed with Southern Sun after being a loyal customer for so many years.