Disappointing service from Sun vacation club

Disappointing service received. We went to sun City for out annual vacation on the week of the 27th November. When we arrived home on Friday we noticed that we left our cooler bag in the cupboard,immediately I called the reception and from 11 am I couldn't get hold of them until 4. I was transferred to the lost and found department and advised them that we are coming back the next week and they should look for it and keep it. The lady said she'll check and get back to me,at least she did but said they can't find it which I couldn't understand because we left it there and if the cleaning people clean properly they should've seen it. No luck on that. We returned the following week again for vacation and queried this,some manager cane to our unit and said he'll assist us since then nothing. Eventually we got a call from a cleaner about a week ago to state that they found it I must call lost and found. I called them the lady confirmed they have it and said they keep things for 3 months,told her I'm in PTA she said I must collect it in Sandton but they will confirm. This conversation took place late December she had given me a number to call I always get transferred and end up hanging up. No one seems to care,all I want is my cooler bag. You treat your customers really badly?no courtesy call nothing. Please deliver it to me I'm in Parktown