Horrible experience

I arrived at the regency menlyn at around 23:20 on the 14th October 2025 .the hotel clearly said check in was unto 12:00am mind you I was travelling from a different province to attend my graduation in Pretoria. Upon arriving I went to reception to collect my keys, that is when it all went downhill from there. The receptionist said I had to contact my host which I did and to my dismay the phone rang unanswered for the next 40 minutes or more I kept calling and calling and sending messages on WhatsApp. I asked the receptionist if he could help us in any way by checking us into an empty room as it was last easy past midnight and was tired from a long trip. All I wanted was to check in and sleep! I further asked the receptionist if he could provide me with a number for his manager or supervisor who could assist us further as he had said that there was absolutely nothing he could do to help him,at this point I was ready to pay for another room but was skeptical because what if I can’t access the room also. Needless to say I was stranded for more than an hour trying to look for nearby accommodation, until the Samaritan security whom I don’t remember his name, came in and assisted us by calling different staff members until one lady confirmed my room number. The disappointing part for me was that I couldn’t be assisted by the receptionist but rather by security?? Anyway thank you to that gentleman for his kindness and patience. I would not recommend this hotel apartments to anyone. The room was smelling very foul, and the bed had a sinking hole. This was in room 320 by the way.