Horrible service

what horrible service from Emeralds staff . firstly you cannot get through to the reservations via phone, then when you finally get someone to assist after 30 mins of waiting, the lady takes all my details and says hmm yes ok ok and that's it hangs up and NOTHING IS DONE. the staff are rude and you can actually hear the line gets picked up and transferred continuously. Emerald is gone pathetic and discussing now and it is sad because it used to be my favorite holiday destination. if anyone is thinking of going to Emerald for the holiday, please dont you will never get assistance