What happened?

I am so disappointed with the guest relations and room service at Mount Grace. The first time I stayed here, I had the most amazing experience with friendly and courteous staff. Unfortunately, today I experienced the rudest guest relations employee named Zama who had was extremely unkind to my husband and myself. To top it off off my room service order didn't come with the correct condiments and I waited 45 mins for ketchup and salt while my food got cold. When I called the restaurant to raise my frustration, the phone was put down on me. This is unacceptable for a 5 star location. Very disappointing.