Soho sun city hotel...Service what service

I was looking forward to having an awesome break at the Soho hotel at Sun city..but the hotel is not what it was 10years ago..there is no service,maintenance of the aircons that never work,no hot water and after been upgraded to a suite we had 2 am visitors/uninvited in our room and they could of only got a room card from reception,not safe,absolutely disgusted..the hotel manager needs to be more hands on and a lot needs to be done to maintain a four star grading..hopefully the grading board can look into this