Worse Experience Ever - Protea Hotel Knysna Quays

I checked into the Protea Hotel Knysna Quays on Wednesday 23rd Jun-22. Upon our check-in at reception, the two front of house staff appeared very cold and impolite. During check-in I enquired with regard to the position of my room, I was informed by the female reception staff that I need to take what was booked by my :agent", I was very taken aback by her tone and this statement, as my booking was made by my personal assistant. Upon getting into my room, it was cold so I decided to put on the AC heating function, only to discover that it is non-functional. I went to reception to inform of them same, I was immediately informed that there was nothing that could be done, as maintenance staff had left for home. As a guest I would have expected a staff member from the hotel having the courtesy to at least come and take a look at the AC, as the settings on the remote could have been incorrect, but clearly it appeared that this was beneath the role of the front of house staff. I made myself a cup of tea in the evening, upon opening the milk sachet and pouring it into the cup, the milk was lumpy and off, this was shocking that expired dairy product was left in the room for the hotel guest. Needless to mention I remained in a very cold room for the rest of a winter's night. The cold atmosphere at reception was the least welcoming, then having to bear the cold in a physically cold environment, the worse experience ever for me at a “Protea Hotel” Knysna Quays.