Contradictory information

I am extremely disappointed at the contradictory’ information I received when inquiring about a reservation placed at your establishment .

I made a booking for 4 adults through your website. You were more than happy to reserve the funds and confirm my booking.

However, upon calling reception a few weeks later to confirm my booking, I was surprised to say the least. After being told that the room I booked is not big enough to accommodate 4 adults and I need to upgrade my room or book a second room. The receptionist mentioned that my booking is not valid as the 4 people in the room ‘must be the same family’. Furthermore, I was told that your ‘website cannot be updated with every small thing the government changes’.

Please note that I have emailed and got no response, I have tried calling numerous times and my call had been disconnected after being transferred and no option to leave a voicemail, I have used your WhatsApp platform and got no response twice when inquiring about the establishment and the booking that I’d like to make. After sending many WhatsApp texts yesterday I finally received a call. Had I not been proactive and kept trying to get in touch I would have shown up on the date of check-in and been denied entry to my room where more chaos would have ensued.

The alternatives given to me were also not helpful and favoured African Pride after informing them that this is my family that I am booking for and telling them that their booking site is misleading as it makes no mention of an executive suite for 4 or more guests, it only stated that the maximum amount of guests is 8. The Individual I spoke to advised upgrading to an executive suite so all 4 of us can stay together and the second individual advised 2 guests per room.

I went ahead and cancelled my reservation as I felt that the information was contradictory. I am extremely disappointed at the contradictory’ information I received when inquiring about a reservation placed at your establishment .

I made a booking for 4 adults through your website. You were more than happy to reserve the funds and confirm my booking.

However, upon calling reception a few weeks later to confirm my booking, I was surprised to say the least. After being told that the room I booked is not big enough to accommodate 4 adults and I need to upgrade my room or book a second room. The receptionist mentioned that my booking is not valid as the 4 people in the room ‘must be the same family’. Furthermore, I was told that your ‘website cannot be updated with every small thing the government changes’.

Please note that I have emailed and got no response, I have tried calling numerous times and my call had been disconnected after being transferred and no option to leave a voicemail, I have used your WhatsApp platform and got no response twice when inquiring about the establishment and the booking that I’d like to make. After sending many WhatsApp texts yesterday I finally received a call. Had I not been proactive and kept trying to get in touch I would have shown up on the date of check-in and been denied entry to my room where more chaos would have ensued.

The alternatives given to me were also not helpful and favoured African Pride after informing them that this is my family that I am booking for and telling them that their booking site is misleading as it makes no mention of an executive suite for 4 or more guests, it only stated that the maximum amount of guests is 8. The Individual I spoke to advised upgrading to an executive suite so all 4 of us can stay together and the second individual advised 2 guests per room.

I went ahead and cancelled my reservation as I felt that the information was contradictory.