Filthy, Unfriendly and NO customer service.

I honestly don't even know how to start..... My husband and I frequent hotels, from family and casual to luxury. Anything from standard rooms to executive suites. It is just a fun experience we enjoy, even if the Hotel is in the same town as ours, we give it a go. For example in just the last month we have stayed at the Protea Hotel, Gateway Hotel, Hampshire Hotel, Holiday Inn Express, Zimbali and then the dreaded Sibya Lodge. This is how it all began......We arrived before check in time around 1pm, My youngest son was ill and needed to lie down. I asked if we could please check in early. I was told that housekeeping was busy preparing our 2 rooms and we would only be able to check in at 2pm. (Please take note, not one staff member from desk to housekeeping is friendly or smiles) I understood. We then took the kids down to the food court area. I returned at 14:05pm and was stuck in a huge line at the Hotel reception desk, with my 5 year old half asleep on my shoulder. after a good 20min I was then helped by a not so friendly staff member behind the desk who said and I quote her words ("your rooms are not ready hey") before I could even introduce myself. when I asked when they would be ready, she was not able to give me a time and the called housekeeping to see when they would be attending to our rooms (not to mention the lie I had been told about housekeeping busy in our rooms an hour and a half prior to this) I had to then drag my child back outside, walk him all the way back to the food court where he was not interested in anything else but bed. We went back to the hotel another 30min later and were finally given keys to our rooms. I opened the door to the first room and it had the worst smell. It was a damp smell which someone had tried to mask with a scented spray. I opened the adjoining room door and same thing. I then decided to ignore this and enjoy my stay. My first thing on my agenda was to get my 5 year old son into bed, so he could get nice and warm and have a nice cup of coffee. well....That was faaaar from what happened. I took the cups out. The one cup had an actual private part hair in it, the other cup was dirty, I then went into the other room to check those cups and there was only 2 sugars in there, back in the first room there was only 2 coffees, so 2 rooms and only 2 sugars and 2 coffees and no milk to share in filthy cups??? I was appalled at this stage. I figured I would soldier on, still I will try to enjoy my stay. I then called down to reception for bedding for the sleeper couch for my son (The worst was the sleeper couch had stains and was torn).....no one answers the phone at the front desk. I then walk down and ask for some and am told it will be right up. This did not happen. I had to go down 4 times and practically beg for it until someone brought it to the room 2 hours later. (the man who did was extremely unfriendly, and rude! he acted like we were bothering him and this was the biggest inconvenience him) I shook this off (Not easily as I was starting to get fedup) My son asked for a movie, I purchased one for R70, the movie would not play. I tried to call reception, again no answer so I walk all the way down only to be told Oh ok....? So I tell them I am cancelling the movie and I will not be paying for it as it is saying no signal. I would of already left if it was not for my son being ill and not wanting to take him into the cold. I go to have a shower, It was disgusting the shower was filthy the bath was filthy the wall next to the toilet had brown smears, the basin had brown puddles and someones old toothpaste in it. The toilet had excrement smears on the side. The dresser and dustbin has spills and smears on who knows what disgusting substance. It was absolutely disgusting and unacceptable! Bed time comes, wow the pillow smell bad. Not slightly.....obviously, they are dilapidated and saw their expiry date ages ago. At this point we were looking for cameras, as though we might be on a show, or being pranked. No such luck there. Morning comes, and I cannot wait to leave, my husband goes down to ask for coffees as there was not enough to begin with. They actually made him pay per sachet! We booked both rooms for 3 nights. we went straight to cancel the other 2 nights and skip breakfast as we were too scared to eat at the restaurant of a Hotel that has such terrible cleanliness and hygiene. NONE of the staff offered an apology, or even tried to fix one of the problems we had. When I cancelled the rest of our stay I was not even asked why I wanted to or if they could change my mind, in***** they tried tomake me pay for the movie that would not play and all I got was OK here you go goodbye. I just figured they are used to guests not staying for more than one night and RUNNING for another Hotel. I can not imagine this to be an isolated incident as I said I had booked two rooms and they both had equal problems. Both rooms smelled of damp, the one room had a big hole in the roof, damp coming through the walls. a wet carpet My sick son Had to sleep in a cold room with wet carpets and damp in the air. (somehow even with the aircon off the vents push through icy air as there is no temp control) Just when you think they cant shock you anymore I get a survey from them to please complete. I do so and am contacted by Sibya general manager, who is oh so apologetic, saying how the staff has let her down I actually thought....wow there is someone that actually cares about customer satisfaction here, This was an actually apology. someone who doesn't just take money and offer bad service after bad service. She says I am so sorry Mrs Roode, I will contact you tomorrow and we can discuss how to sort this out.......Well I am sitting here writing to you almost a week later no call back. Also uninterested her hotel.....guess what, more lies and neglected customer satisfaction and bad service. I was horrified. I honestly thought that Sun International lived up to their name as one of the best hotel industries is the world. I have stayed at many different types of hotels and resorts, I have never ever had this level of bad in all areas. I can understand an issue or two but pure neglect...I am sorry. I was sorely disappointing and will definitely be avoided Tsgog Sun/ Sun International on all my future hotel stays. I have got photo evidence, I wish there was a way to upload it here......