Service not up to Par Sundown Country Estate

we arrived on the 24th of December at Sundown Country Estate in Rustenburg, where i pre-booked in July 2023 for the stay, only to find out the room we have chosen will not be given to us as the remote of the room is lost and they will provide us with a sleeping cotton and a single bed for the kids as that is how i requested. we were provided with the keys and all the remotes with no indication of they should be used or even the tour of our rooms, I must say the rooms are spacious as well as the place itself however the design of the place was just too dull. we then waited till 10:00 pm at night calling reception, for the beds plus for the aircon where the kids were sleeping to be fixed, Mr Jean arrived 10:30 pm at night with only the baby cot and fiddled with the aircon and told us to give it a min it will produce cool air. we asked him to organize the single bed as it was what we paid for and requested prior to arriving here, he said he already arranged the room for us which was not given to us, and still till today we do not know what the reason was for not getting the pre-booked room, i then mentioned to raise this concern he then said he will try and figure out where he can take a single bed and bring it to us. we waited till 11:00 pm while calling reception to inform them of how the aircon still was not working. when Mr Jean arrived for the 2nd time he brought the bed and fiddled with the aircon only to advise it needs to be checked and he will come in tomorrow at 10:00 am , he wanted us to stay in a heated room with one of the kids being special and in need of fresh cool air, my sister then suggested he give us a Fan , which he brought but never came back to fix the aircon for all the days we were staying at Sundown Country Estate, one of the couches was falling in when you sit, the bed and pillow were too hard to sleep on till the 28th when we left still no reception called us to check up on our complaint , the only beautiful thing about the stay were the cleaners they were welcoming even knowing our complaint they were so much they can do. at the time of leaving, we raised our concerns, and the owner took our concerns and said he will raise them up and hopefully for the upcoming guest he will do so and live up to his word. however, we were compensated with an all-access water park entry they currently building in the facility and i must say the hotel is way better than the self-catering chalets, so if you are planning on going there book the hotel not the chalets. overall was excited for the stay but it was soo dissapointing.