Very bad customer service

Caledon is great, the pools are amazing and it's not far from cape town so it's a great getaway. My family and I have been going there for the better part of my life, I would say about 20 years now. Sadly for the last 2 or 3 years the customer service has been terrible. I paid via eft the day before checking and sent proof of payment directly from the bank for a few rooms as I was arriving late. The guests who arrived earlier were not allowed to check in till I got there hours later and had to pay again and then wait for them to refund me when both monies were in their account. This is an acceptable way to treat guests of your hotel? This is according to their policy appearantly. The worst part is they (staff and manager Veronica) made my family and I feel as if we were trying to cheat them out of one night stays money and I didn't feel like a guest there at all. Will think 5 times before going back. They offered us things to compensate for how they treated us but nothing can be done about your holiday being spoiled before you even get there. Paid for a relaxing time but got the opposite.