I recently booked into the Tsogo sun in Durban for a few nights. I wanted to amend my booking to stay an extra night the day before check out, but there was a technical difficulty with the site so I couldn't do it online. I called the call centre for advice, since it was a Sunday, no Vitality staff were available. The call centre assistant Franscois Viljoen took my details, called the hotel and advised me to go ahead and pay the normal rate and Vitality will reimburse me with the discount I would normally have received. He was supposed to make a note on the system. I called the Vitality call centre today and am told there's no record and they are not liable since they need a 48hour notice of changes of which I wasn't aware. This is unacceptable. The only reason I went ahead and paid the normal rate is because Franscois told me I wouldn't have an issue and in his words "Vitality will be liable". Its not my fault the call centre staff are insufficiently trained and give out incorrect info. I shouldn't have to foot the bill for Discovery's error/lack of training. Discovery should honor their word and reimburse me as agreed. I would like feedback on this asap!
0 comments