Sapphire Complimentary stay bookings is a nightmare!!

We got a 2 night complimentary stay at Emperors palace as a Sapphire Card Holder.

I wanted to book 2 rooms for 1 night (I did this in the past). Our children are here from Australia and I wanted to take them with us.

1) Booking on-line is a nightmare 2) Calling reservations nobody answers 3) The person touch is no there anymore as we use to call and arrange stuff like this in the past. We gamble at Emperors palace because we always enjoyed the personal touch and the benefits we get as Sapphire Card Holders.