City Lodge Hotels Group
Not informed about "guaranteed reservation"

I made a booking for my boss at this hotel for a nights stay thinking it was one of the best in the area, little did i know!! I was in contact with a lady by the name of Portia who is in the reservations department and made this booking with her. I specifically told her that the guest will pay by credit card when she checks in as company policy doesn't allow us to give out credit card details which makes sense because the amount of in the country is overwhelming. Portia agreed and even sent me the proforma invoice as confirmation.

I sent all the details to my boss and all was well, until she was told that she couldnt check in as they are fully booked because the reservation was not "guaranteed". Apparently in the proforma invoice it states that bookings not guarenteed with credit card details will only be reserved until 6pm, should the guest arrive after 6pm the booking will be cancelled which it really was and how convinient for the hotel to be fully booked hey!! wow!

Yes all companies have policies and yes it was stated in the invoice, however such information should be shared especially with reservations made via email and telephonically.

Complete utter nonsense this!

Company: City Lodge Hotels Group
Country: South Africa
City: OR Tambo Airport

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