Extremely poor client experience

First of all, I would like to say that we have heard good things about Gold Reef City, before trying out the casino. Myself and my fiance took our daughter to the kids games for an evening. After that we took her to the creche facility at Gold Reef and to our shock, there was some type of accident and she fell and injured her arm. Please remember that this facility was apparently supervised for kids, which begs the question of how. Second, while waiting for her, we decided to try out the slot machines and thought about ordering a drink. We managed to get a waitress and we placed an order. What was very disappointing for us, was the fact that this waitress just never returned with our drinks or any feedback. So with this experience, we did do a client survey online rating the casino poorly. A manager of client support called us and we explained the situation to him. My first impression was, the gentleman sounded sincere as he agreed with myself, that this type of service is not what they try to promote at Gold Reef City and he promised me some feedback after he did some checks of his own. Now the date today is 2 February 2018. This terrible experience happened in Novemebrr 2017. I just want to say, that as a client support specialist myself, I believe that Gold Reef City actually has no idea what that statement means. I always thought that as the client , who was there to have a good time, that I would be important. Obviously they do not feel the same. Maybe it's because we actually look that average, that the promise of myself and family bringing in the big money for their company, that they just could not bother to even give us any feedback or motivation as to why we should ever feel like going there again or encouraging any of our friends to do so. They could not even care if the child made a recovery from her injury or if further treatment was required. I am actually disgusted at the service from this, so called, well established business of entertainment. So sad:-(