Royal Hotel
POOR SERVICE!!!

I made a booking with Brandon for 6 guests for three rooms traveling from Johannesburg to Durban for a funeral, GUARANTEED this booking with credit card details, but when the guests arrived the booking had been cancelled and the Royal Hotel no longer had rooms and were walked to the Hilton hotel. Working in the industry myself, I know what the rules are, so why was the GUEST not contacted before the booking was released, to ask them about their estimated time of arrival, the hotel got all the necessary details from me. When I called to find out what happened, I was transferred to three different people and the last person then said it had been cancelled after 11pm. I don't understand why the booking had been released when the credit card details were given. I asked the person, what I'm supposed to tell my guest and all I got for an answer was "I do apologize" and he then kept quiet. Is this your standard procedure and how your guests get treated after a booking had been guaranteed?

Company: Royal Hotel
Country: South Africa
City: Durban

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