Pathetic response to a valid Complaint ! Tsogo Sun clearly doesnt care!!

I had the most awful experience at the Southern Sun Monte Casino in February. I was on conference and on checkout my luggage was handed to a third party. The inconvenience that was caused is inexcusable. The lack of accountability and failure to rectify the situation timeously is also unacceptable. I received the most feeble feedback and lack of empathy from this hotel. I sent a follow up email to which I am still awaiting a response. One would think an organisation that is built on the support of their customers would be a little more passionate about client service. Really frustrated and annoyed. How do your customers trust you with their personal effects. Where is your security processes ensuring that strangers don't walk away with your valuables.