A very unexpected first experience

It was my husband’s birthday and I decided to book for the weekend at Sun City resorts. I was having an issue booking through the Sun International website and I therefore booked through a travel agent and also forfeited receiving my MVG rewards points as a result. I ended up booking at The Palace for two nights and upon arrival, we had a smooth check in and settled into our room. We went down to sit at the pool for a bit and it then got a bit chilly so we went back to the room and hoped to take a shower and get ready to go for dinner. The shower did not work as there was no water coming out of the tap when turning the hot water tap on. We called reception to let them know and they told us that they were experiencing an issue with the hot water and it is affecting many of the guests (take into account that we did not mention anything about there not being hot water but rather that there was no water at all when turning the hot water tap) and that maintenance are working on it. Housekeeping arrived for our turn down service and she said she would check the shower and when she saw what the actual issue was, she called reception to inform them. We eventually had to leave as it was getting late and we needed to have dinner. After dinner when we returned to the room, we found the door open and someone from maintenance was in the bathroom trying to fix the shower. We waited quite some time and asked him how long it was going to take and he said 10 minutes. After 40 minutes we decided to go to reception and request to change rooms since maintenance could not fix the shower. We were told that they were fully booked and there isn’t another room but they can move us to Cascades which we did not want. My husband was ready to pack up and just leave and go back home so they told us they would check and called the manager, Vuyo, who was quick to assist us. He found us another room and took us to the room to see if we were happy with everything and once we gave the go ahead, he arranged to have our luggage fetched and moved to the new room. He also offered us a dinner for 2 at the Grill House which we are extremely grateful for and I would like to commend Vuyo for understanding and showing such exceptional service. To go on, the following day we were out of the room all day and upon returning to the room, I could not find my toiletries, makeup bag or clothes and I was confused. I opened my luggage to find everything had been packed inside and I assumed my husband most likely packed it away but it was strange to do this. When my husband returned to the room he told me that he was at reception and the manager told him what happened. Another guest confused their room number and gave the porter the incorrect number to fetch his luggage and so the porter packed everything away to take the luggage but realized something was not right and he reported to his manager and it turned out to be the wrong room. I was a bit shocked and more so confused to hear this. Overall, the experience was not the best, from booking right until checkout especially considering that this was my husband’s birthday weekend as well as my first ever stay at Sun City resort. The staff were however friendly and accommodating and very professional. I don’t know if I will be visiting Sun City resort again in a hurry but if I do, I hope it’s a much better experience than this one and I do hope to give it another chance. I would also like to give a shout out to the manager Vuyo for going the extra mile in making the bad experience a bit better as well as Tiro for assisting us with our luggage on the first day, Elizabeth for being so willing to help us and for the turn down service and doing our room so beautifully and lastly to Peter for his great service and friendliness at breakfast.