Terrible Experience

I redeemed one of my prokard vouchers for a holiday in Nelspruit with my husband. Book one get one free, after we paid for the accommodation we were told that our stay will be on a pay as you go basis for breakfast and supper, that was a first as I am regular user of Protea Hotels and we usually settle our bill at check out. When we arrived at the room we realized the safe wasn't working and we reported it n went out. In the evening we ordered dinner (room services) after we received the food we were phoned and told we must pay. When we tried to open the safe it still wasn't working, the hotel sent a lady from maintenance who spent more than an hour in our room tryng to open the safe and she failed. By the time we ate the food was cold. She told us her manager will come in the morning n we explained to her that we had a 09:00 appointment elsewhere. The manager didnt come in the morning n we phoned and she eventually came and opened the safe, no apology she just told us that they should have phoned her. After breakfast I was asked for my prokard and the lady assisting us shouted for her colleague to come n asked her to call someone else with no explanation to us we just had to wait.