Poor service and average stay

Really disappointed with the level of service at reception. I’d suggest that management instate processes during peak times like check ins to ensure that guests who have already checked in and need assistance, receive a good level of service as well. I requested help for play area equipment and was told I had to join the check in queue- despite being a guest already since the previous day. I waited 15min in the check-in queue only to be told once i got to the front that it required a R100 deposit- which could only be paid in cash. There are no notices about this and in fact the person assisting didn’t know about this until he was reminded by another person. I didn’t have cash, they wouldn’t accept a credit card nor have this charged to the room. at Reception and Kabelo (reception manager) were rude and could do with some customer service training. Spoke to Julqndi, guest relations, who tried to assist but also didn’t do a great job- made excuses as opposed to admitting a solution was needed for peak times. overall experience, food was average, facilities minimal and average.