Disgusted at the service at the Ritz Hotel

My husband and I spent our anniversary dinner on 11 June at the Ritz hotel in Cape Town at the Casa Restaurant, They then had a special on accommodation and encouraged us to book it, which we did. We then booked a night and paid immediately to secure the booking, our booking date were however only for check in on 21 July , due to arranging babysitters etc.

I didn't receive any confirmation prior to the booking so I phoned on 19 July to confirm our booking, only to find out that the hotel is under court order and they will reschedule our booking or refund us, Kim then referred me to Eugene who then informed that they can book us in at another hotel or refund us.

So because we arranged and paid babysitters and were looking forward to a weekend break that we planned for never mind the fact that i booked things in Cape town to do for the 2 days, our new outfits and all the inconvenience that were already caused, he didn't confirm the booking and eventually said he booked us at the President hotel when we phoned the Wednesday they could not track our booking, I then informed Eugene that the Ritz Hotel can then refund us seeing that we did not have a booking at the President Hotel as he mentioned.

It was a back and forth with emails and I eventually went to the hotel in town only to find that it has been locked exactly as it was said in the media, I left a note to be contacted and informed Eugene I was at the hotel, He is ignoring my emails and it is now 19 September, we have still not received a refund nor did we receive an email to response.

My frustration is that The Ritz Hotel is such a recognize brand and known for its 5 star service, how is it that this is the type of service someone that paid and were looking forward to spending time at the hotel. I am disgusted in all honesty.. In today life a night break away and spending money as a married couple is a sacrifice but one we felt we needed and wanted to make only to find that this is the outcome.

I have records of all the emails and messages including proof of payment but not even this is helping us.