Shocking service from GM down

Shocking experience. An amazing and absolutely helpful lady, Felicia assisted me with the payment process of my reservation. She knew I did not want my parents to pay for anything and confirmed that all was paid for their stay. She was sincere and apologised for her error in not booking breakfast by writing to me and calling me to apologise after the error and ambaressing moment. Felicia then passed me on to her manager Nokukhanya who didnt respond to emails and I had to follow up with her. When I called to speak to her, she said she wanted to speak to me however didnt have my number. Surprising as Felicia called me a few times and it was on my reservation profile, and if she didnt make the effort to look at my profile, she could have responded to my email asking for my number. Nokukhanya knew the situation but made excuses and deferred from the point. When I questioned the case with her, and she knew I was right and wanted this resolved, she said I was attacking her, which was an even bigger surprise, as this was how she got out of this situation to pass me on to the GM. No attempt to fix the situation even though I suggested that they refund the old folks and let me pay for their breakfast so that it does not affect them. Dispite the fact that they made the error, I was ready to pay for it. The GM Nelson Rodrigues sent a blunt email without speaking to me, and only listened to his staff, stating that the case was closed. What company GM would not listen to a guest complaint and send an abrupt email deciding that he does not want to hear from a guest? I am disappointed as I informed them on my reservation that I did not want my parents to pay for anything or know the cost of anything I paid for. They knew I settled for bed and breakfast. When they called me in the morning I did inform the restaurant manager that breakfast was included and they should speak to Felicia who made the reservation. If there was a problem they must call me and I will resolve, which was not done. Their Umhlanga branch is amazing and would return time and again. Their staff make me want to return. The Menlyn branch would lose a lot, as the staff from GM down are not concerned about their clients. Sad how the experiences can so vastly differ.