bad service

I am an Emperors Palace Gold Card Holder and from time to time we get Complimentary Stay based on your play at a hotel , last month i requested for a complimentary stay which was granted to and i reserved for the 08 May 2019 , when i got there i was not informed by the guys at the reception that the tv was not working i got in the room and to find that the tv is not working i was informed that they are busy fixing the problem as it was a problem they were experiencing in the whole complex however they are busy with it .So i went inside the casino for about 3 hours and when i came back the problem was not solved yet , i called the reception they said they will put me through a manager but he was not available at that time the whole night the tv was not work , and no manager called i reported the matter to Phathiswa when i checked out who said the manager will call me even today i didn't get a call. When i take a complimetary stay i take for relaxation and what i experienced was bad customer service and the fact that i m still waiting even today it show that Emperors Palace they dont care about Guest they only care about eating our money