Expectations not met

I have made arrangements with Lucretia Tree (PA to General Manager) for my birthday at Southern Sun OR Tambo. I have sent various emails and I called to make sure arrangements are in place. When my group arrived, no one knows about us. No tables were reserved as requested. I want to express my utter dissapointment with Tsogo Sun ORT. I was expecting way more from a 4 star hotel. I had to call a lady from reception and she and a waiter had to scramble around to accommodate us - the exact situation I wanted to prevent.