Shelly Point disappointing

I was hoping that the service at Bon Hotel Shelley Point had picked up in the past year. I spent a week there between Christmas and new years last year. I also spent my Easter break there (2014). Even though the service isn't up to scratch I always try to overlook it because I like the hotel and the location. I am so disappointed though. I tried calling this whole week, left 3 messages and was promised 3 times that someone in reservations would call me. When I called today for the 4th time the receptionist INSISTED that she called me back yesterday, she says my phone just rang and didn't go to voicemail. I know it is NOT true. My phone ALWAYS goes to voicemail after a few rings and there wasn't ANY missed call on my phone from that area code. Neverthless, I wanted to book a family room from 25.12.2015 to 31.12.2015. The lady in reservations quoted me an amount per night that is MUCH MORE than tour operators. Given the fact that I'm a regular guest, a few staff members would recognise us I'm sure, as we are always called by name. I was hoping to get the special rate given the fact the we would be staying for quite a few nights. Perhaps its time to rethink my loyalty.