Cascades Hotel - Sun City

I would like to express my disgust with the service at the Cascades Hotel at Sun City, we were booked there fro the 24th to the 28th Dec 2018 and the hotel which is labeled "5 Star" is far from that. A few days prior to checking in i called and emailed the hotel to inquire if all the facilities were back to normal after the hailstorm they experienced, I was assured that it was.

On arrival our room had a bad stench the bathroom was not clean the towels were brown and the aircon was not working. My wife had an unfortunate injury at the valley of waves, which was overcrowded and dirty and we had to check out early.

On check out the reception staff made an error and instead of refunding me my balance they took that amount out of my account and when queried I was asked to wait 5 days for it to clear for an error they made. The funds were taken out of my account immediately. I made numerous calls with no response from anyone at the Cascades Hotel, before I had my money returned 6 days later. I have called and written to management at Sun City about my experience with no response.

Can someone from the Cascades Hotel call me with some feedback?

Regards

Gerald Sunnasy ********** 333