1 Bad Emerald Casino experience to much.

Confirmation Number *** I recently visited Emerald Resort on the night of the 19th june and checked out on the 20th June. I spent just 1 night and was planning on spending 2 but decided against it after the service i received. I arrived on the 19th at about 11am and went through to reception to collect my Aquadome tickets while waiting for check in time. After my wife received attitude from the receptionis we got the Aquadome tickets to just aviod any problems. Upon getting the tickets, we requested if we can check in earlier as we had food in the car but was told it is nor possible as they were cleaning the rooms and will let us know when the room is available but never received any calls until we cehcked ourselves in at about 3pm. We went through to the Aquadome and spend about 3 hours there where the water was very cold. There were 3 other families also complaining and when we spoke to the lifeguards, they informed us that the temperatures will pick up as they spoke to the technicians but nothing was done and we left earlyat about 3pm as the kids were very cold. When we spoke to 1 of the families the next day they informed us that nothing was done. I went to the Tab to have a beer and see the cricket with a friend while the kids and wife was in the Aquadome at about 1pm I ordered a beer and a juice whic i was charged R60.00 for and later ordered the same things which i was charged R50.00 for and got a receipt which i never received first time. When i asked the waiter he said he made a mistake and gave me the R10.00 back. When we went to the reception to check in i waited a while as the ladies could not find my booking but luckily the lady that assisted us first time came in and told them we have already been checked in earlier by herself or the wait would have been even longer. We checked in and unpacked and was in room 33. The rooms awere nice and comfy and the family liked everything about it. We were playing outside and braaing and spent the day outside. There was some rooms where there were people doing maintainence which was quiet noisy even though they were far away from us. We later went to the games and bowling area. We got to the bowling area and asked the lady whosays her name is Lerato to give us an alley at the end of the room far away from the entrance because of the wind at the entrance, she told us that numbers 8,9 and 10 were not working and gave us number1 right at the door even though there were only 3 alleys being used. We took it and started playing. We were told that when the kids are playing we should pull up the side railing to avoid ball going into the gutters as the side railing doesnt work and we need to do it manually. I had to physically do it everytime myself. About an hour later, alleys 8, 9 and 10 were being used by someone else. When i asked them they said the technician just fixed it. I then told them to fix the railing on our alley. The technician came and was talking to me and told me only alley 9 was not working and 8 and 10 were fine all along. I then booked a secind game for the kids and started playing. The technician was helping everytime to raise the railing as it was quite full and we just played on1 again. I ordered 2 tequilas for me and the wife and given without lemons only to be told the lemons are finished. I spoke to someone during the first game after speaking to the technician and requested to talk to a manager only to be told the manager is not answering the phone and no one can assist me. The lady Lerato was very rude and arrogant and the other staff were trying to assist us in any way just so i dont complain about her but her attitude was bad. She had a dont care attitude towards us the whole night. After we were done and went to the rooms, there was some loud music and people screaming and talking till past 1 in the morning. When we woke up in the morning their were alot of wood from the cupboards in both the rooms that were on the floor which looked like mice or rats biting on the cupboards. I have stayed there on many occassions even at the hotel many times and always come back even if for the day as an outing. I feel the service level has dropped tremendously since Novemeber 2018 when i was last there and service in hotels and chalets really need to be kept the same because at the hotel you are treated differently as to the chalets. My parents were going to join us for the day and we were planning on staying 1 more night as it ws my daughters birthday but decided to check out and instead spent the day back at home with my family where people dont treat people with disrespect. My opinion is for for management interaction and staff training.