Totally unacceptable no communication

Terrible service today, called in as we wanted to visit the animal farm called before we went to find out if day visitors are allowed they said yes, even asked if there was a fee wasn't about money, reception agreed only to be stopped by the pool manager asking for our tags, neice now craving to see the animals but not allowed to go, get the tags only to be told we still can't go in as day visitors!!! Management don't care!! Called many times still no answer and when they do hear my name and cut the call!! Embarrassed me in the midst of my inlaws and family!! Highly unexeptable service will ⁰!!