Unprofessional reservation system

My experience with this hotel has been terrible. I booked a room with a romantic turn down for my best friend as he was planning to ask his girlfriend to marry him. I was promised that the room would be ready on his arrival. However, after he arrived and paid (extra for the romantic turn down), he went to his room only to find that nothing was set up. I contacted the front desk and they were no help to me at all. They took their own time to call me back, when I called back I was transfered from pillar to post and eventually the call was dropped. When someone eventually called me back, all they could offer was to set up the romantic turn down while my friend was out of the room. By this time my friend already proposed. After all my complaining, the room was set up and a lousy, small cheese platter was left in the room to make up for their mistake. I find this very unprofessional and I am disgusted by the service received. Especially for the low occupancy, this is not how a guest should be treated.