I can't understand how this is a 4 star hotel. The...

I can't understand how this is a 4 star hotel. The service is appalling. The room was fine, except the iron was broken. It took 5 calls to reception to get a replacement. My partner was hit on the head by a chair being carried by a staff member in the bar and when it was pointed out to him he didn't even apologise. The queue for breakfast was 25 mins despite numerous tables in the restaurant being empty but with dirty dishes on them. No staff were clearing tables. Friends who were also staying in the hotel ordered breakfast to their room. One breakfast was delivered instead of two. Checking out took an eternity with long queues. All in all, the facilities in the hotel are ok, but the staff and management are entirely incompetent. Avoid.