City Lodge Hotels Group
Refund not paid 10 days late

I booked and paid for a room at the hotel but later cancelled the booking on 18th December 2013 which was 4 days before check in date. I supplied all info required for processing a refund. I was told by the hotel staff that the money would be transfered into my account within 10 working days. Only a portion of the refund has been paid into my account, so this morning 6th Jan 2014 I called the hotel to find out why the rest of the money had not been refunded back to me. The Duty manager by the name Andre told me he can only investigate the matter with Juanita (the Duty manager I cancelled the booking with) tomorrow when she's back on duty and that I will only be paid around the 20th Jan. I find this disturbing, how do i as a customer have to be inconvenienced by the hotels shift schedule, what does this say about the hotel's business continuity and service. Does business come to a halt when one staff member is not available? This is utter nonsense. I expected the duty manager currently on duty to MANAGE the issue and not make excuses, to customers he represents the City Lodge brand. I have been a loyal customer for over 16 years and have never been dissapointed with service until now