City Lodge Hotels Group
Problem with Reservation

I made an online booking for an overnight stay on the 28/12/2013.My online reference was 1202887. With the online booking you can pay by supplying the credit card details, but payment is only effected when you go to the hotel.

I was attending a function in Durban on the night in question and due to me running a bit late I could not get to the hotel on time to confirm the payment with my credit card. I then contacted the hotel, informing them of this and assuring them that I would be staying over. I was told I could supply my credit card details telephonically and they would initiate payment on my behalf and that there would not be a problem.

After the function, which finished after 12 pm, I went to the hotel, only to discover that my room had been given away. The guy reception indicated that they had tried to initiate payment at 11: 40pm and the card had been declined (even though there was sufficient funds). They then proceeded to give the room away... probably at that time.

I am quite disappointed at the treatment I received. There was no communication at any point to inform me of this problem, even though my contact details were available. Virtually every hotel was booked

Company: City Lodge Hotels Group
Country: South Africa
City: Durban

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