Service failure at five star accommodation, sun city cascade hotel

Shocking service failure at the Cascade hotel in Sun city. We arrived on the 27 dec 2019, expectations high and excited. We went to the pool and pool bar at the Cascade hotel, the bar staff were fighting amongst each other, we were acknowledged 10 mins later and place our drink orders. The waitress then told us there was no more ice after we had paid. Later that day all the lifts were out of service. Today the 28 dec 2018, peak season only one of the elevators are in working order. There was no communicate to us/ other guest from the Cascade's hotel management regarding this issue. We are left unimpressed and this service is definitely not five star accommodation.