Traumatised after abuse from staff

27/03/22 - We went to the restaurant after check-in. Mark, who I understand is your resort manager, personally served us. Our order consisted of drinks and food for 2 adults and 2 children. 3 out of 4 of these meals were unsatisfactory. We left the restaurant and still needed to get alternate food at a late hour, due to this. 29/03/22 - Breakfast service. We asked for the extensive buffet to be reduced, as not to waste as much food as the previous morning. This was done, but I was informed that your kitchen cook was dissatisfied with this. 29/03/22 - We went to the restaurant to have lunch. We were served with drinks. We weren't offered menu's and found out after enquiring that the restaurant was not open for lunch service. We were never informed about this by the reception staff or the restaurant staff. No other food options are offered on-site. 30/03/22 - We went to the restaurant for dinner - 3 adults and 2 children. We again ordered drinks and dinner for all. During this period, there was barely any staff available, to the extent that we needed to find Mark alone in the main reception to assist us further. We ordered your beef fillet (medium done) with chips only. The meal was delivered to the table with mash, vegetables and well-done steak. We returned this meal via Mable and stated that a replacement was not needed. Shortly after we were approached by your kitchen cook. He stated that he was there regarding the steak that was returned. My husband indicated that he didn't require a replacement and would prefer to discuss the matter later. The cook took immediate offence and raised his voice at us. I asked the cook to please leave us be, but he blatantly refused. He shouted at us that if we didn't like it, we should leave the restaurant. My family and I felt extremely embarrassed, as this happened in front of your other restaurant patrons. We however got up from the table and all proceeded to leave. I stayed behind to settle the bill, once Mark forcefully had to remove your kitchen cook from the restaurant. The cook was at that stage screaming at us violently. I was really scared that he would do harm to me or my young children. As a remedy, I was offered a shot of tequila and a reduction in the evening bill by removing the steak. This was done, in the presence of my husband. Mark told me that he couldn't handle the matter and would get you to call me the same night or following morning. I accepted this, as you were not available at that stage to assist. I am still awaiting your call or contact. The next morning upon check-out at roughly 09:00, I was apologised to by Mark in a brief passing. The kitchen cook was outside for this period, watching this interaction. 31/03/22 - We could not have breakfast in your restaurant, for fear of being treated ill by the staff, due to the previous evening's incident. In general, the restaurant waiters were not efficient and seemed to be understaffed, which was confirmed to be true by Mark. No bottled WATER was available when we went on the 1-hour quad activity. Surely this should be a priority when you advertise that you have a store and full restaurant. Accommodation unit 12: The unit was inadequately stocked with cutlery for the quantity of occupants. Upon arrival the toilet was found to be malfunctioning. My husband corrected the error. The shower water pressure was extremely poor. The outside braai area was filthy and the braai itself was found to be in a disgusting state. I had to scrub this with my personal cleaning chemicals and equipment in order to use it. Inadequate cleaning products and equipment were provided for the braai. The shower drain was broken and caused a cut to my son's foot. The bedroom plugs were both malfunctioning, making use near impossible. The bathroom door does not stay closed. We found our unit left unlocked after going out to do some activities for the day. It was forgotten by the staff during the cleaning process. Accommodation unit 27: We were unable to make use of the fireplace in this unit, as when we tried to do so, the entire open plan area filled with smoke. General matters: We made use of your activities frequently. During 2 of the toboggan trips we did, we had to accompany your staff member to go fetch his lunch etc before we could start the activity. It is understood that our party was discussed in depth by your staff members. When I went on the toboggan trip on the last day, I was questioned by your staff about the incident with the kitchen cook. Nolene also confirmed that she knew about the dissatisfaction of the meals of the first evening. I find this highly unprofessional!! We were made to be so self-conscious, especially during our last day, because of the gossip. The driver of your safari vehicle was using his telephone whilst driving with my family. He was not happy about the fact that we asked him not to do so. When you spend R20k on 4 days at a resort with your family, you expect to have fun, good food, good accommodation and friendly staff.