Disappointed -Poor Customer Service

My husband and myself excitedly booked at this establishment based on our experience here 3 years ago. It is 5 star at R1200pp/n including breakfast. The grounds and buildings are beautiful. We arrived after 6pm after a long trip...we were tired and starving, only to be told that they \cannot accommodate\" us for dinner as we had no reservation. I said that I thought guests could be accommodated, and was told no they are fully booked and cater per head. Please note that this was a buffet dinner! We went to our room to be even more disappointed. Musty, tacky decor with the toilet and tub dusty. There were small hairs in the tub together with dust! They didn't even freshen or air the room. The carpets even had stains. Dinner was a nightmare. Sabie is a small town and has no options for good restaurants. We had a terrible dinner needless to say. I can't understand how this establishment is 5 star. Our excitement at visiting Sabie again was in vain. Customer service here is definitely unheard of."