Bad customer service

I have been charged twice and when I report I am told to send emails which are not being responded to and after several follow ups no one has bothered to respond to me. This is totally unacceptable. This is what we have to deal with in addition to old worn out furniture in rooms and grumpy frontline staff especially that Mashudu who doesn't even greet or smile and he said he will look into my email and come back to me. It's over a month now I am still waiting. Totally disgusting! The meaning of customer service is unknown. Please get your house in order!