DISGUSTING EXPERIENCE

We booked accommodation for 13/12-14/12 at this place. Travelled about 3 hours to get there, driving with 2 small kids. When we got to the reception area it was chaos,(looked like a group check in). Me and my husband waited a few minutes until we moved closer to a reception lady whom we thought was gonna check us in but the lady just said we must move to the other side and will be assisted from that side as she was busy with dinner vouchers. We went to the other side of the counter and eventually got acknowledged by a lady with tinted hair( they all didn't have name tags on). So I say to the lady "we're checking in " and she went to say to me " okay sweetie" but we're still busy checking the group in. I was fuming and she eventually checked us in to our 3 rooms we booked. When we got to the rooms, the 3rd room key card was not working. My husband went back to reception and was told to go back to the room with the security guy ( assuming that he maybe doesn't know how to use a key card). When the security guy got to the door, the key card was still working. So we had to wait for him to go back to reception and get the key card sorted out. After waiting for a while for a security guy to come back, my husband phoned reception and asked to speak to a manager and the manager was not available and it was said that this manager will call back. After a long while the phone rang in the room and it was this supposed manager(Xolani) who said he was sorry....but the attitude.....stinking. So our booking stated that its 3 rooms, 2 sharing with 2 beds, and 1 room with a baby cot. My view in this regard is for people allocating rooms to use their common sense. How can they allocate rooms with only a shower yet the booking was clear that there's small kids.( How were they supposed to bath?). The other thing is how do you put only 1 towel when you know its gonna be atleast 2 people in the room? Tea/coffee making facilities not enough as if they were never replenished after the previous guest. And to out the cherry on top was your restaurant partner PANNAROTIS. We ordered pizza around 20H45 and we got the order at 22H00....I kept calling the restaurant about 5 times and spoke to waiters who kept putting the phone down on my ear 5 times promising to get back to me about the delay but no one ever got back to me until 22H00. This is the most horrible experience me and my family have ever experienced in our travelling. You say " your hotel is the only place to stay in in Mthatha " my suggestion is go back to the drawing board. Train your staff and your manager Xolani their service STINKS.....SIES