TWF travel 5 star to the negative side of ratings

I work for a company that uses TWF for our bookings when we work at other sites. What a disaster of a company. Two of us booked a trip on the 21/11/2022. This was for rooms from the 5th to 9th of Desember at Diaz Hotel in Mosselbay. Friday the second I phoned to make sure everything was in order, because on 2 previous trips I got to the hotel, no payment was made so I had to phone TWF to rectify the problem. On Friday the second I was told by the hotel they didnt receive proof of payment, today it would have hapened again. The other guy was not book anywhere. They said they will rectify it immediately and phone him back. He received no phone call. Today we drove to our worksite 400km away. He called them again when we arrived after 10. No booking said they will phone him back. No call received. He phoned them again after 3 today. Everytime they transfer him to 3 or 4 people. Said they will call him back. He phoned our supervisor so he could try to sort it out. At 15h40 at last it was sorted out. The best is when you phone them a voice on the phone tells you of all their awards they have won for good service. LOL