We made an online booking for 3 rooms at the Palace and on checkout got a total cost and proceeded to confirm. When we received the confirmations via email the rate was higher. We called the reservations number and were put through to Cynthia Okuonghea. She argued that the rooms were at the rate on the confirmations & we then emailed her a screenshot of the total reservation cost we received at checkout. She then said that there was probably a glitch on their system but she couldn't change our rate. We explained to her that on principal we should be paying the rate we were quoted, irrespective of whether their system was incorrect. She eventually said that she would come back to me. That was more than a week ago.
I was subsequently charged the full rate and never heard back from her. On top of that almost R4000 has been charged to my credit card incorrectly by the Palace and I can't get anyone to reverse it.
The whole experience has been extremely frustrating, and the service pathetic. This is not what I expected from Sun International at all. The price I was quoted was not honored and money that I now need has just been taken off my card! I am utterly appalled at the service level
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