We can't help you

As a family we decided to do the Durban July with the kids this time around, southern Sun Was our choice of hotel since they advertise on radio that they have kids entertaining facilities. Day 1: check-in 02/07/2015 Thursday, after they have taken R18000+ from us everything was smooth, Day 2: kids play area is cancelled for the entire weekend because they do not need it, Durban July festivities are a priority. secondly, I request that my food that I bought from another restaurant be warmed but I was told that I cannot be helped, it's their policy to avoid food cross contamination! My Profession is airline crew, meaning I have lost count of the hotels I have been to In my life and no where local or international have I heard of such inconsistency and false advertising. Do not claim to be family hotel when you can take away family features when it suits you, advertise that family features will be taken away when situations permits. Add on you T&C's that you will not warm food for customers. My question is as a customer what are you doing to meet me halfway? Protea hotel which has microwaves in the rooms Can claim they cannot help me because they meet me halfway.