DISGUSTING CUSTOMER SERVICE!!

At about 3:30pm I made an online reservation at SS Montecasino, redeeming Sunrands as well as the balance payment from my credit card. Upon my arrival at the hotel, I was told there is no reservation reflecting and that the hotel was fully booked. The reception attendant – Given, asked us to log in online and produce the reservation reference. The reference reflecting against the redeemed Rands is ********** 43. After then inputting this number he still insisted on full occupancy and shrugged his shoulders saying he doesn’t know what to do? We insisted on speaking to the manager on Duty – Pamela, who also was clearly unable to assist, in fact , she sent another staff member – Yvonne, to the relay the message that we would need to do an online reversal and that they have no rooms!

I totally understand that system issues occur, but what I am FUMING about is that there was ABSOLUTELY NO attempt to try accommodate us at all, and were quite happy to send us away, and let us sort out a refund on our own? Surely, as Black card members and FREQUENT guests to THIS Hotel Specifically, they could have at least tried to see if they could even accommodate us in another hotel? There was no attempt on their part to diffuse the matter and suggest an alternative? The fact of the matter is, we had made a reservation AND PAID for it, the responsibility was to try at least see what could be done about this issue, instead they were quite happy for us to take our bag and leave with absolute no regard or attempt?

You will also find attached the system cancellation due to a technical issue which only arrived after I actually returned home at 5pm from being sent away. For interest sake I actually checked again when I got home as to availability and the system is once again showing rooms available, in fact so is the Palazzo who I also called myself when we left to check and told me they were also full? This is a MASSIVE problem! I drove a far way to come there only to be sent away with no attempt to try assist me at all! You will never see me set foot into SS Montecasino again unfortunately, they managed to destroy a 3 year relationship in a matter of 5 minutes. I am appalled at the lack of accountability of the manager on duty especially and that she wasn’t even prepared to come up with an alternative! Its despicable