My husband and I enjoyed a stay at Mt. Grace last September, and were advised at reception that my prokard rands would be updated accordingly. I waited, and after some time, the monthly statement did not reflect our stay. After contacting Protea hotels (Lindiwe), she said she would take care of my query, as I had called both Protea Hotels and Mt. Grace to resolve this. During this time, many people called me from Protea Hotels, asking me to renew my prokard for 2013. I advised that I would be happy to do so, after my points would be reflected. Eventually, in 2013, I get a response from Lindiwe saying that:
a) My prokard is expired
b) Mt. Grace is no longer part of the Protea Group
There was no acknowledgement of the error on their side, no apology, no complimentary voucher, and nothing stating this issue will be rectified at any point. After asking Lindiwe to review and advise who her manager s, I am yet to hear from anyone at Protea Hotels. Pity that hotels of a prestigous nature are subject to this lack of service, no wonder Mt. Grace went in a seperate direction. It's easier to let my card expire, and leave me angry, than to help and give me what's due. PATHETIC
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