Sever errors - no Customer is stupid response !

Good Day Cynthia,

I hope that you would be able to assist me as the service and disrespect I received from your call centre staff as well as from the manager has been more that disgusting to say the least.

Let me start right at the beginning:

Part 1 Yesterday morning we decided that we wanted to take our kids to Sun city as we haven’t been in a while, we started doing research on the sun international website and came across the sunbreaks special. We looked at the cabana’s and the palace as we thought it might be a nice experience for our kids to stay at the palace. I then got amazing pricing and decided to make the booking as per the screenshot attached. The booking was for two rooms 1 family room for 2 adults and 2 kids and one twin room for 1 adult and 1 child. It showed me a total price of R6436 for two nights, I then continued to confirm booking and the proceeded to make the payment in full which again showed me R6436. When proceeding to pay it gave an internal server error and to contact sun international for further assistance. I then kept trying to make the payment as it showed it hadn’t gone through. After a few minutes I got 5 booking confirmations and called the call centre.

Part 2 I was connected to Roberto Gabriel, who initially didn’t understand my problem and said he will delete the other bookings. We then established that there was only 1 room booked for 1 adult and 1 child, but that was not what I had booked. He then proceeded to tell me that I mistakenly booked 5 times and I kept trying to reiterate that it was a server error on your site. He then said I booked via a travel agent which was also not correct. I asked to speak a manager and was told this is not possible. I asked him for an email address so I could send the screen shot through to explain the problem, he then proceeded to tell me that there is only a central email address that I can send it to and it will take 48 hours. I then started to lose my cool as this was a system error on your side and not my fault. He then promised to get a manager to call me back and all of a sudden I got his direct email address to send my complaint. Part3 Eventually later that day he called me back saying that he can offer me a better rate on the one room but not on the other but that rate was per night. Which I ten explained to him that the website shows the full cost for the stay and not per night once you make the booking. He then said I don’t know how the system works he does. Needless to say this is not the first time I am making a booking with Sun International. I again asked to speak to a manager and was told due to Covid this is not possible. Eventually I was so upset that my husband took over the phone and insisted that a manager call him back immediately.

Part 4 The manager Vuyo Stuurman then called my Husband back, he also kept insisting that the prices are per night and wouldn’t allow my husband to speak. He then insisted on your contact details in the hope that you could assist.

Part 5

I logged onto the website again, cancelled the incorrect bookings and rebooked my booking and made payment and everything was fine and I resolved it myself at a different hotel.

The bottom line here is that your staff did not bother to do their investigation if they did they would have seen that it was a website error that pulled through the palace with cabana prices. They also didn’t investigate the server error, they kept putting the blame on us the client. They were plain rude and not willing to resolve the matter, I was so angry that I didn’t want to book anymore but after my husband’s insistence I booked.

We have just come out of a Covid pandemic and hotels are surely begging for business and this is how you treat a client? I am more that disappointed and am sure to tell my friends and colleagues about this shocking service and experience I have had.

I would like to know from you how you will fix this incident as this is not the customer service I would expect from a major hotel chain like Sun International.

This was sent early this morning, still no response ........... This is a Joke.