Great accommodation, BUT TERRIBLE SERVICE!!!!!

I phoned day before to check if it will be at all possible to check in a bit earlier. I was told it will not be possible and I accepted it as such. When we arrived here, after check in time of 14h00, the room was not ready. It was only ready at 16h00. For me this is TOTALLY UNACCEPTABLE. We paid almost R3000 a night for the accommodation at this 4 star Hotel, and would never have expected this. We were told to wait in the restaurant, without being offered anything to drink. The manager then phoned me a day later to explain. She said it was because their dog friendly units were so dirty that it took longer than usual to clean. Not once did someone phone me to let me know this will be the case. She offered us a free desert. I just think a free desert does not cuts it. Paying SO MUCH for a room, I would think that their service would be a bit better.