Cascades no longer 5 Star

No feedback since my following concerns raised and sent through on the 14 of January via the survey request, no contact made what so ever,

We have been coming to Sun City for the past 10 years, this was the worst service experienced in this period.

My concerns are as follows:- 1. Maintenance of hotel: - there were unsightly missing pieces of the ceiling on route to our room (photos available on request) - room had pink stains on the carpet on checkin (Room 226), which was not appealing on entering - room had leaks in the closet from aircon, this was reported on day of checkin, and was only resolved 4 days later, - on checkin the shower had a foul odour, we had to call housekeeping to clean - all elevators were not operational for the entire duration of our stay - escalators from Sun Central down to Cascades was not operational for the entire duration of our stay - only after escalating my concerns on day 5 of our stay, was the garden cleaned for the first time - the valley of waves seemed to be neglected, this was noticeable when the big waves reached the s**** as there was so much of leaves and dirt that was washing up on on our bodies. - the food factory at the valley of waves had a constant sewage odour which made eating unenjoyable. - our designated room was infested with insects which made sleeping very uncomfortable. My children, who are allergic to insect bites had to be treated with various anti histamines to counter these bites. This was clearly indicative that fumigation has never been done or done poorly.

2. Service - on checkin, the house keeping staff were very unfriendly when they were assisting with setting up 2 new beds, they were rude to my son, who was trying to assist by keeping the door ajar whilst they were bringing the beds into the room. - we had to use the service elevators for transporting our luggage which took almost an eternity. - we arrived at the reception at 12:00pm, however was only escorted to the room at 14:45 - turn down service was not consistent, we had to call house keeping on day 4 to provide new towels

3. Hygiene - my kids electric toothbrushes were clearly used during the courses of the day on Tuesday for other purposes as they were still dripping with water almost 8 hours after these have been last used prior to breakfast. This was shown to Conny when she immediately responded to my call. - both our bathing loofa (sponge) was on the same day as above, left on the shower drain wet and left a huge concern in our minds as to what this was used for. We have left the room with these hung on the shower holder - the towels were not replaced with new towels, they were simply refolded. Evidence provided to Conny. These concerns were raised with the Conny, Daphney and Mike respectively. Mike apologised by providing us with dinner on the Wednesday evening however confirmed an investigation to follow. Daphney herself was highly disturbed by the issue said it was unacceptable

4. MVG points - over the past few years, no leisure points were awarded for our stays on the MVG card, even though this was claimed to have been done. Bookings were made on my name and on my spouses name over these years. This implies I have only been accumulating points at the Casino. By this point I should be on a Gold cards or higher.

5. Breakfast - previously items such as hot chocolate and cappuccino's were provided, however this time around was told this would be charged at a rate of R30.00 a cup, which is pathetic, especially when we are fully aware of the service offering based on our numerous number of previous stays - the egg station was very poorly managed from a cleanliness and waiting time, furthermore there was pork being cooked on the halaal plate which is a major concern. - the breakfast did not cater for lamb meals, and we had to constantly request these from various waiters, who seemed very annoyed at our request.

I find that with all my concerns raised above that the Cascades hotel is no longer in my opinion a 5 star hotel. In comparison to my many previous stays this has had too be by far the worst experience and has seriously made my family rethink our future vacation destination of choice.