Disappointing service and hospitality at Front Desk

First of all, I would like to express my disappoint towards this so called international acclaimed resort. They clearly do not understand the meaning of customer service. It was our first time going as a immediate family and upon arrival there, the service at front desk check in was appalling. Firstly, our booking was made in March 2019 already, all rooms altogether, they messed up our whole accommodation, by scattering us, my parents had to wait for almost 3 hours to be checked in and they are an elderly couple, because their room that was suppose to be ready, the people decided on the last minute, to stay an extra night, they then gave my parents a room upstairs , they could barely walk up the stairs, 3 hours later after i put up racket. We were all scattered from each other, no where near each other. When i tried to call reception from my room, they put the phone down in my ear thrice, i called the 4th time and the manager answered. He had to come to my room, as I was on crutches, he profusely apologized for the mishap and inconvenience caused. He promised to have it sorted out the very next morning. When we went to breakfast, he got us at the breakfast area, he said the rooms were blocked for my family to move closer to me on the lower level as originally planned. They moved everyone the end of the next day only..... The service around the resort is pathetic. Coming from Cape Town and being use to 5 star service in the industry over a festive season, is something this needs lots of training on. Their staff dictates to management. Management has no control over the staff. It is the busiest time of the year and their swimming pools opens way late, when the sun is standing in the air already knowing that the degrees is 33 degrees up to 37 degrees everyday, and the pool opens at 9am in the morning and closes at 8pm, the bar area and area where they make the food, closes ar 8pm, its ridiculous, the sun is still up at that time, but no the staff tells us straight, they must gt home..... The valley of the waves which was the most disappointing, closes at 5h30pm.... like really.. who closes that time over the busiest time of the year, Christmas time... We were so looking forward to ur holiday, but had someone told us about their service, we might have chosen a different holiday destination that costs cheaper than their rates where you get 5* service. I still cn't get over the service the place offers. The variety of foods for breakfast was also very limited, they for not cater for everybody and half the time the sausage and bacon is extremely dry. Very disappointing to say the least. Don't go to Sun City for a holiday as you will be disappointed if you are use to getting service, but if you are someone that is not fzed by service, then by all means, go....