Customer comes last

After bookings have been made and a deposit paid, one would assume that all is taken care of... Right? No. Not at all. After travelling over ****m, we arrive at the Numbi Hotel in Hazyview, where we had booked a family room to accommodate our family of four. It was a hot day and the kids just wanted to jump into the pool as it was a long drive. We got to reception at about 16:00 to check in. All was going well, the guy at reception was aware that we booked a family room but gave us keys to a normal double room and he thought that we were just going to keep quiet about it. It was then that the drama started. No answer could be given as to what happened because it does appear on our booking that we booked and paid for a family suite. We were made to sit at reception while we try to find other accommodation. It was Good Friday and a long weekend so no places were available. We asked to see a manager but no one was available. We were then approached by another gentleman named Mthunzi, whom I believe should actually be prompted to customer service manager. He was in fact in charge of the bar and beverages but he went out of his way to accommodate us after being told by reception "we can't do anything to help you." He took us to a new building next door that looked beautiful but was newly painted and the room was not ventilated, so that was unfortunately not an option. He then offered us 2 double rooms but my kids are only 9 and 10 so even that wasn't an option. By then it had already gotten dark and we were tired and hungry and obviously angry. I wanted to drive back home that very instance.... We realised that we were in a predicament and had no other option. So I opted to take the double room that accommodates 2 guests and asked them to add in another single bed in, just to manage for the night. Mthunzi then moved a bed in for us. The room was cramped, we had no privacy and our poor kids didn't even get to go into the pool. We've stayed in many hotels before, where there were some unforseen issues but due to exceptional customer service, alternate arrangements were made.... But not at this place... Take it or leave it attitude. The best part is that the next morning on checking out they still had the damn audacity to charge us for a family suite..... Yep..... thank you Numbi Hotel for nothing.