We had a VIP guest visit our country from France, and confirmed his accommodation at the Peermont Metcourt Suites. A couple of days after he returned to France, he mailed me and advised me that he had been charged twice for his room.
I immediately called the hotel, but was put through to so many people, and eventually got through to Zodwa. She asked that I send an email to a certain V de Jager. I did this, but by the next day I had had no response. I again forwarded to same email. I also called but was told that this person was not available, neither was Zodwa.
I have called on numerous occassions, but have still not been able to resolve this matter - which is very embarrassing as our guest wants answers (he too has emailed the hotel asking for an explanation).
This morning I was able to get through to Mantone in the accounts dept, and she asked me to hold on - then cut me off. I called back and she put me on hold!!!
Come on Metcourt Suites - this is unacceptable. What do I tell my guest? I currently have another guest from Belgium at your hotel and I am very concerned that this will happen to him as well.
Your customer service is very disappointing.
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