Unacceptable level of service

My sister is a TUT Student and is doing her 2nd year this year, she was staying at Respublica in pretoria West and booked a room for this year,she made a payment as well. On 02/02/2018 we came here to get her settled into her room and we were greeted by a mess. We had to wait in a queue for everything, which we didn't mind. But then after she was allocated with a room, we waited for an hour for a key. After waiting for this long we asked what was happening as alot of other students were waiting for keys with no communication from res management.Mr Mark, the res manager eventually explained that there is a problem with the keys. This is after I got frustrated and started to question their process. I failed to understand how an organisation this big, can struggle with something as simple as safekeeping and allocation of keys?we have to wait all day for poor service? We have paid evry thing up front but we still get treated like this and absolutely no consideration is given to the parents and students. I am angry and disappointed at the level of disgusting service more especially from Mark. And I feel that their system is useless and wastes alot of time.