Cascade Hotel and The Palace should be stripped of their 5 stars

At no point during our stay at Sun City this week did we get any sense of service or urgency and our experience was far from 5 star which greets you at both the entrance of the Cascades and The Palace. Coming from the service industry I understand certain irregularities and generally if there is some sense of recovery from a good staff member faith can be restored and you get over it. Not this time. From being ignored at the serving counters at breakfast to the rooms being inadequately serviced (we did not even have a room service booklet), the general service and ethos was dissapointing. To top it off, we receive a call on the last day of our stay to say pack up and move as the hotel was closing for maintenance. Why could we not have been told this when we booked or checked in? The climax of it all was that when we moved, we were told that we had to wait for the 14.00 check in and there was no acknowledgment of this being an involuntary move. Very disheartening experience especially given the cost of staying at SC. There also seems to be a feeling that moving us to the Palace was a consolation prize. Well we chose to stay at the Cascades hoping we would have a better stay than our last which was at the Palace. It included ****roaches at the salad bar and a rampant rat. Which can be expected anywhere however there were no active staff on the floor to witness or assist. All gathered and caucusing in the corridors. There is no service recovery in these facilities.