High expectation with disappointing service

I had made numerous calls to ensure a reservation for my mum's birthday was secured. i was shocked when we arrived no note of the reservation had been made and \so called special table"was not even ready for us. we had to wait for a plan to be made i was extremely embarrassed to have my mum wait to be seated after i made it so clear on my numerous calls that i really would like for her to feel special. finally we seated and then forgotten yet again...until i decided to track down the manager and tell her that we would please like some menu's. We finally managed to flag a waiter down to take our drink order. thankfully my mum enjoyed her meal then cherry on the top.....her birthday cake compliments off the hotel was a horrid looking cheesecake that was terrible as it seemed to be old. i did ask the waiter to taste and she had confirmed this. the manager did give us milkshakes on the house which i am grateful for but the experience was embarrassing and very unexpected for a hotel of this caliber. We really expected better service but it was disappointing to say the least. """