Bad service

Hello. I won a raffle at my niece's school in May. The prize was a one night's stay for 2 at Southern sun Monte Casino with breakfast included. Because it has been such a busy year, my partner and I had only found time to cash in on our prize this month. The service was appalling, you call to make a booking and there is never a date that is available on top of that we had to wait for the GM (Jacques Heath) to approve the date of the stay, of which he NEVER replies to the emails. Surprise expires today. And still no response. We asked for an extension...zero response. I'm sorely disappointed in such a prestige establishment. This was not a complimentary stay from them. Someone paid for me to stay there for that night. So I'm deeply hurt.