Lack of availability/not willing to work with client/Consultant not fami****ising herself with case before calling me

I had booked a holiday in Plett for us at Formosa from February the 21st to February 28th. I have since found out that my daughter has a water polo tournament in Knysna from the 4th to 7th February. I was happy to use our points to book somewhere else in the Garden Route using our points. But as always no availability for anything (No Sedgefield, Wilderness or anywhere else in Plett) else on the Garden Route.

I therefore telephoned the call centre to see if I could move our Formosa booking from the original dates to the 4 to 7th February. Problem No 1 - the Call centre says the new booking was 14 points according to their system but the online system was 12 points. How can you have two different sets of points. It just comes across as very underhanded. Problem No 2 - I lose a total of 11 points from cancelling the other booking. I would have been happy to not cancel this booking if I could have found another place to stay in the Garden Route, but I definitely don’t want to stay in the same place twice in one month. (a) I know this case is late notice, but this is an ongoing and continual problem with the holiday club. You are over selling membership without the availability! As I say, I know this situation is late notice but this continuously happens even when we book months or a year in advance! (b) Be flexible . I am trying to work with your as there is limited availability but get penalised and lose points. Please consider working with and not against your members.

I have had a consultant Ronell phone me to try and resolve the matter.

When she first telephoned me it was obvious that she hadn't even read my email and tried to read through it and fami****ise herself with the case while speaking to me on the telephone. I then asked her to telephone me later when she had a chance to go through the email.

She suggested that she telephone at 3pm yesterday. No call was forthcoming.

She then telephoned this morning. I am still not happy with the outcome. She kept saying that if I had problems with availability I must telephone the call centre and they will assist. I told her that they telephone them every time - they can never assist!

She kept on reiterating that it was late notice - I understand that! But there is so much dissatisfaction with Holiday Club as it is that think about working around your members!