MK
M K
Active since Mar 2011
3
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0
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3 reviews5 months ago
CLHG 👎👎👎 VS Southern Sun👌👍👌
My family and I were CLHG's regular, loyal guests for many years, and were registered on their loyalty points programme. It was just after the Festive period, that we found their on-line rooms' bookings to be very reasonable with loyalty points, so we made numerous bookings using our accumulated points. We made plans for, and scheduled for some much needed floor maintenance work to be done at our home during this period, which could not otherwise be carried out while we were there. We had no problem checking in at the Durban branch, & commenced our scheduled stay & the corresponding maintenance work at our home floors. A ?few days later?, my family abruptly received a call from CLHG Management? Headoffice? & an email to her that same morning, informing us that "there had been an error in the number of loyalty points that were allocated to us, & from the next check-in period (which was in a few hours time), we have to pay for any further stay at CLHG, else we have to checkout / leave! (Regardless of whatever further bookings were done and confirmed by us online, using our loyalty points....these were all now suddenly disregarded and cancelled!!) We had no option nor defence, as headoffice was insensitively uninterested in our protest to their sudden unilateral verdict! I had to pay for the next day's stay as we had no where else to go to at such sudden, short notice, & our home was still inaccessible. During this day, I had to frantically search for an alternate budget short term accomodation for my family and myself which we were forced to move to the following day. We "ruffled and tuffled and survived" this crisis. However to date, we received Zero courtesy/empathy/apology correspondence from CLHG. When I did write to them in complaint, I was rep**** to (threateningly) by their legal department, warning me not to publicise our experience. Neverthless, some considerable time later, we are now regular guests at the Southern Sun Group, who display much more professionalism, hospitality & appreciation for guests' support, as well as offer much better value for money.
0 replies
38 months ago
CITY LODGE HOTEL GROUP: ILLEGAL CANCELLATION OF GUEST BOOKINGS
Dear City Lodge Marketing Manager We are in receipt of your email sent to the Road Lodge Durban General Manager dated 20 January 2023, re : your guest Mrs A A, and we hereby represent her as our client. We have left several voice messages at your telephone 011 557 2651, yet to no avail. Neverthless, we hereby challenge your action taken against our client, as a prelude to Litigation as follows: 1) On what basis did you: a. unilaterally cancel all(*confirmed*) bookings made by our client? b. Unjustly insist on an immediate full payment for the 20/1/23 after it was signed as a redemption.. c. Claim that our client "does not have any CLHG Rewards points for this & all future bookings" (despite her having screenshots to prove otherwise) d. "Evict" our client without having concluded your so-called "current Investigation on all bookings". 2) As per your telephonic explanation to our client, you mentioned you had experienced a "system error". However your I.T. company is yet unable to provide us with any records of such. Thus there seems to be a direct contradiction between this and the reason that you have stated on your email, for the unethical course of action that was taken by you. 3) We have inspected the Terms and Conditions of your Rewards Programme and are unable to find any clause that gives you the authority to cancel a, or any already confirmed redemption bookings, especially of immediate effect! 4) The loss and damages caused to our client and her family by your unilateral, unethical action has been substantial. We have on record pictures of their home being under urgent repairs, due to which the redemption bookings were made. Instead of giving them sufficient notice to arrange alternate accomodation, they were instead unfairly, immediately "denied their rights" and so to say "left stranded on the street" despite being loyal guests of CLHG for many years.....This speaks volumes of your appreciation and care for loyal members, which needs to be publicised so that the public may realise your greedy, ungrateful attitude towards patrons that have brought you much business for many years. 5) Lastly we regret to inform you that we intend to officially represent our client in claiming for losses & damages from you. Nb. this is inclusive of, but not limited to expenses of alternate accomodation borne by her and her family, the costs of which are climbing each day that you delay in remedying this situation. ....................... Pathetic Automated Reply from City Lodge Hotel "Marketing Manager :"PP" is on annual leave returning on 06th February 2023."
0 replies
103 months ago
Disregard for loyal customers - annual service for a first time owner
I am a first time owner of a vehicle under factory warranty / service plan. My Hyundai Accent (ND 511 365)(2012 model) was purchased 2nd hand from the previous owner, has been taken thrice already (2014, 2015, 2016) for its annual service at Hyundai Springfield, Durban. In December 2016 I noticed a problem with my shocks, and confirmed viz a shock test at superquick, that the rear shocks were poor and should be changed. In January 2017 I gave in my vehicle at Hyundai Springfield Service Dept with this complaint, who: (complaint 1): gave me back my vehicle, stating the shocks were not covered because they were poor from “wear and tear” and not from “mechanical damage” Later the year approximately july 2017, I called in to book my vehicle in for its last annual service under the factory warranty / service plan. I gave my registration details as usual to the service clerk, who picked up on her system that my vehicle was serviced the previous year in june 2016, but agreed to book my car in stating that a 1 month grace period is allowed on annual service. My vehicle was booked for the 3 August 2017. (complaint 2)On my arrival at Hyundai Springfield that morning, I was told that my service plan was expired as of the purchase date of the original owner (11/04/2012). My grievance is that despite : 1. being their loyal customer for the last 3 years 2. having booked my vehicle in with them in january 2017 few months before expiry of the service plan 3. having called them in july to book my car in and them checking on their system, I was never advised / reminded about the expiry of my car’s service plan/ deadline to have my vehicle serviced. The manager just gave me a “so sorry” that doesn’t help me the least bit. Liquid Capital also has been un-coperative. Please advise what my options are, but 1 thing for sure, Hyundai Springfield, Durban & Hyundai may have well lost me as their future customer.
0 replies
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