Hotel packages

It is sad the level of incompetence of emperors palace at the moment. As silver card holders we always book into the metcourt hotel over our birthday and every year we get good packages but this year after wasting over an hour on the phone speaking to abiut 7 people no one could assist me with a booking for my birthday and no one even made effort to find out if there is any special packages and even after all this i still dont have a hotel booking for the 3rd of August