Caledon Hotel & Spa

I am a regular hotel guest at the Caledon Hotel and Spa. I received a special by means of a sms from the hotel. I made a reservation for 3 nights with 2 rooms for check-in on 8/2/2020 and to check out on 11/2/2020. Before I could leave for Caledon, I got a message that my uncle had passed away in Cape Town. I called the Caledon to inform them that I had a death in the family and that they must put me down for a late check-in due to the uncer*****y of the funeral arrangements as it was a Covid-19 death. As the day progressed I realised that it was impossible for me to go with my family. I then offered the booking to one of my aunts free of charge so as to not let tge booking go to waste. When my aunt got to the resort at approximately 8 pm they refused to honor the reservation if I myself am not present. I called the manageress (Tasneen) to explain the situation and she refused to allow them to check in. My aunt is a pensioner and had to decide whether to drive back to Cape Town at 8.00 pm or make a new booking at a much higher rate. With the economy and the leisure industry in a decline with occupancy down the manageress on duty could have made an informed decision to assist my aunt and bring in the much needed revenue to the resort. Tsogo Sun should employ more qualified people to handle situations that arise due to unforeseen circumstances. I am totally disappointed at the manageress's lack of compassion due to an unfortunate situation that I happened to be in. I am a Platinum Tier Tsogo Sun hotel member ***.