10 Year customer with terrible experience

Been coming here for 10 years. Booking made by my husband as he felt this venue was consistent and he made a transfer with proof of payment sent. Arrived and forced to pay with my credit card again as they have no record of his payment. We have proof of payment which they refuse to acknowledge. Went to room and room was not made - missing bathroom essentials, water bottles and no two-point plug which was promised at reception. Went to dinner after housekeeping promised to fix room. Came back from dinner still with no two-point plug. Waited until 11:45 for the housekeeping Manager to come to the room with plug as our phones were dead and needed to be charged. Rules at pool changed regarding towels after 10 years of coming here. You now have to put a deposit down for towels. As this is a new rule to me, I asked the help at the pool to please assist and they refused to help. Then I go to the spa and they have messed up the time for my booking with barely an apology. The steam room was also broken yesterday. All staff have treated me like I’m lucky to be here instead of making me feel like a valued customer. Spoke to both Debbie and Jeanine after breakfast who are managers and they promised to come back to me before end of the day. Debbie left at the end of the day without coming back to me and finally reached Jeanine after several calls and she was irritated and said ‘I don’t have time to sit around and wait for calls, I’m in meetings all day’. My problems are not resolved and I want to check out because I’m so upset but cannot reach anyone to assist with this and refund as we were charged upfront (double charged). Overall this venue is no longer a place that leaves you feeling like a VIP and terrible treatment by all staff with no customer centricity. Cannot imagine that it is still a 4 star.