Venue forgets about their guests

Absolutely pathetic. My kids booked a L'Aquilla package that includes accommodation and dinner, for their 1st wedding anniversary. This was confirmed by L'Aquilla two days before arrival. Upon arrival the entrance gate was locked and the message on the contact info, indicated that the institution is closed for the day. Eventually the owner answered the call and told our children to "wait, she'll make a plan, but are in Johannesburg and can not assist personally, but will send a cleaner to open the gate". The room was clearly not prepared and dark and dusty. The staff were clearly not informed of the arrangements. This is totally unacceptable and a waste of money. Monies that could have been spent on something more enjoyable for such a celebration as a 1st anniversary.