Southern Sun
Night out for 2 Messup

I made a booking for the night out for 2 special via computicket at the Palazzo and Southern Sun at Monte. I've been speaking with the monte reservations for a week now trying to get confirmation on my booking and there was a misundertanding in what I was requesting.
However, I've been allocated 3 smoking rooms which is a big problem since 1 room booking will have a child and other rooms have ashtma sufferers.
When making the booking, we are not provided with a comments section to enter comments on preferences as when you book via the southern sun website.
I've now tried to change the booking, but there are no available rooms for that special. If I now cancel with computicket, I will be charged a cancellation fee for this messup or unavailability of rooms - I've even offered to pay for an upgrade, but was refused by the reservations desk.
How can the hotel not be accomodating or understanding on the request.
Providing an ozone machine does in the room does not detract from the smoke smell or problem.

This is extremely disappointing as my wife is a frequent guest member and we have stayed at the hotel numerous times before without these problems.

Company: Southern Sun
Country: South Africa
City: Palazzo

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