Formal Complaint: Booking Confirmation **** and Lack of Proactive Communication

Good day,

We have a holiday booking with Southern Sun Elangeni, and on two separate occasions, I have received ********** WhatsApp messages requesting confirmation of our booking. This raises concerns about how our contact details may have been obtained and whether guests' information is adequately protected.

On both occasions, I contacted the hotel and was advised not to click on the link. I was also informed that the hotel was receiving numerous calls from guests who had made accommodation bookings.

My concern, however, is not only the **** itself but also the hotel's response to the situation. When I contacted Southerns Sun Elangeni (three times), I requested that the matter be escalated; I was left holding for an extended period without assistance, and the calls eventually disconnected. The most recent incidents occurred yesterday afternoon and again today at 14:04. Given that the hotel is aware of these ********** messages and the number of affected guests contacting them, I would like to understand why guests are not being proactively informed of the ****, with a clear warning not to click on any suspicious links.

Relying on individual guests to contact the hotel for advice is not sufficient, particularly when some guests may not recognise the messages as ********** and could fall victim to the ****. A proactive communication to guests with existing bookings would help protect them, reduce uncer*****y and demonstrate that the hotel takes their concerns seriously.

As guests, the absence of such communication, coupled with the difficulty in reaching someone to escalate the matter, leaves us feeling that insufficient care is being taken to address the situation.

I would appreciate a response on what steps the hotel is taking to address this issue, inform affected guests and ensure that concerns can be escalated and attended to effectively.

I trust that this matter will receive the attention it deserves.

Kind regards, Refilwe Dlamini