Horrible service

My experience was not very pleasant at Sondela . Every activity in the resort needed to be paid for after paying a fortune for the accommodation. Pay for the activities, pay to take your own cooler box into the picicnic farmyard, pay pay pay..!!!! The front desk staff were not helpful AT all!!. As residents of Sondela we had an awful bed to sleep on in the main bedroom, we lodged 3 complaints at reception and nothing was done about it. I then asked if I handed in some laundry when would I receive it, i was told the same day. The next day at 10am i still had no laundry. I then proceeded to call reception again asking about the laundry and I was told it was still at reception. The manager said she would call me back and let me know when will the laundry be ready. That never happened!! The manager never called me. I then went to reception to ask myself and i was told it would be ready ********** My mom and I then booked a foot massage at the spa, I asked specifically for the 2 of us to be done at the same time and I was told that's perfect and it was booked. When I get to the spa, guess what they were short of staff and we were done individually were the one had to wait for the other for 45 mins. On the 1st Jan there was a terrible down pour at Sondela and our chalet was flooded. We then called reception again to ask for help and we were told that house keeping will come with buckets and mops. Not a single person came. My family and I ended up cleaning the chalet. 30 mins after checking out i realized i had forgotten my health pillow in the chalet and called to ask them if they could courier it to me. The lady at reception said she would call me back and 10 hours later I'm still waiting for her call!!! A very frustrating holiday.