I find it extremely disappointing that I have to write this email. Recently I have been very disappointed in that whenever I try to book a reservation at your hotels in Durban none are available. I find that unacceptable and cannot imagine that all the Durban hotels are filled at 100% occupancy - It is not even a peak period. We obviously choose to buy into the prokard system as as an “escape” from everyday life and when we are unable to use what we were sold it becomes quite frustrating. Whilst I understand the occupancy could be the problem in THIS instance, this is not our first incident of being unable to obtain room. I also appeal to your sales team to mention this to customers upon purchase of the vouchers, and whilst we understand the “subject to availability” clause, one cannot expect to be turned down time after time. It certainly sheds negative light on the concept of the PROKARD itself. I must now go and pay to stay at a hotel, in addition to paying the prokard fee(which we did assuming we will benefit from the system). In addition to that we stand the risk of vouchers getting expired. I find the prokard concept a complete "catch" and I will certainly not be re-purchasing it. I suggest you draw inspiration from your promise of Best GUEST service and talk the talk !
I drafted a mail to PROKARD direct and this was the response :
"In response to your below email, Protea Hotel is unable to assist with a voucher as they are experiencing very high occupancy, vouchers are subject to availability and some hotels can assist during the week some hotels can only assist during the weekend subject to their occupancy. They allocate the rooms for a voucher and once they have received that number of bookings then they close availability for the voucher.
This certainly isnt best guest service !
