Pathetic service Southern sun monte

I am a black card holder through tsogo sun rewards programme. I have made a reservation for 3 family rooms at southern sun in monte casino. I made a humble request that I require 1 room for an early check in. The manager on duty says that I have to pay 50% more for an early check in. In all my years staying at most tsogo sun resorts this was a first time. The next explanation was that they cannot assist because housekeeping and maintenance needs to check every room before the next guest comes in and they only start at 7am.

I called again later the evening just to find out that the hotel was not running at a 100% capacity.

I feel as if they refused to help me. What is the use of being loyal to a brand when you get treated badly. Or me as the client should pay for bad unacceptable service