Thirusha R

Poor follow up on customer queries

I booked and paid for a 3 night stay at the five star Residence Boutique Hotel in Houghton through Vitality Travel Rewards on Kulula website. A full prepayment of R 5571.30 was made.<br> <br> On checkout on 30/11/2015, I was billed the normal rates for 3 nights accommodation and the extras incurred (excluding the Vitality discount and prepayment mentioned above). I queried this invoice and was assured that no prepayment had been received, and just a hold had been place on my credit card previously. As I was in a rush to catch a flight back home, I paid this amount.<br> <br> After consulting my records later that day, I emailed the hotel my prepaid hotel voucher, and followed this up with a phone call. The manager on duty - Sunette, replied that the hotel had no dealings with Vitality and I was liable for full payment. After she read the hotel voucher I had emailed, she promised to follow it up and get back to me, though she still reiterated that the hotel had no dealings with Discovery or Vitality. As I had no feedback, I called her again this morning (05/12/2015). The matter is still not resolved and she has not provide written feedback as verbally agreed to.<br> <br> Very disappointing customer service