Gwahumbe game & spa would not recommend

We had got married on the Saturday and our family and friends thought they would surprise us with a nice getaway for the next day. When we arrived at Gwahumbe there was no one in sight we stood at reception ringing the bell. When we were finally attended too, we were shown down to our room, we had to stand in the cold as the lady did not know which room was ours. She thought it was room 2 but the keys were in room 1 so she had to go back to reception to check. I believe my sister booked the "honeymoon" suite but clearly you do not have one? Our room was lovely with a nice view and was nice to relax. When we went to get some food once again no one was around and the place we were shown to go eat earlier was closed. Our friends mentioned they had ordered a picnic basket for us, which was not in the room. It got to 3:30 and we still had not recieved anything. So my husband went up to reception. Whilst waiting the lady was checking another guest in and was about to give this couple the picinic basket (box) - but my husband informed her we were waiting on a basket. The lady then said "oh this must be yours then". This should of been placed into our room but no one knew anything about it. There was a letter to go with it and when asked on check out the lady said she knew nothing about a letter nor did she know about the picnic basket - i would not recommend the basket as you do not get what they advertise. We did eat some of it as we were hungry but that does not take away the fact it was suppose to be a surprise for us from our friends and the organisation from the resort side was terrible. Finally on check out we were settling our bill. The room had be pre paid as it was a gift. We were given the bill which i queried as it was a honeymoon present. Over all i think the service need improving. I work in the hospitality industry and had never seen such bad service and no sympathy when something went wrong. This is definitely not four star. I have got a response on my trip adviser review saying " i must check my inbox for the managers response"- there is nothing in my inbox. It seems they respond with this so it looks like they have delt with the complaint but they aren't really. I sent a follow up email and to this day have bot had any response.