Disgusted with your service

Good day

I am very disappointed with the service I have been receiving from the Fairmont for the past 2 weeks. On Monday morning the 14 May I called in to enquire about the options of accommodation and spa packages that I could go for, for me and 5-7 of my friends for my birthday weekend on the 9-12th of November. The lady at reception whom I didn't get her name wasn't very helpful and didn't want to take down my details to get all the relevant departments to call me back instead said that I will have to speak to all the difference departments myself and enquire. When she put me through to reservation I got cut off and had to call back again eventually I managed to speak to a lady in reservation who I told about my bad start with the hotel. She took my details and told me she will email me all the information. The whole of Monday passed and still nothing. I spoke to a lady at reception at the rental side who told me both the agents are busy but she will get them to call me and still nothing. The following day I called and asked to speak to the reservation manager Mr Booysen who promised to send me everything I enquired about, a few hours later he did email me but I couldn't understand what he meant and half the things I asked for wasn't attached. I called to speak to him, he was in a meeting at the time I was told. I left a message and send him an email asking him to call me but still no response from him. 3 days later I called to speak to the manager at the spa to see if she can arrange a package for me and my guest and she's not available. Other lady at the spa managed to send me prices. I am really disappointed as I believe it's a 5 star resort but my first experience before I've even got to the resort is horific. Please advice on a way forward as I already reserved with one of the owners at the estate she was prompt and very helpful but I would still like to use the hotel for the spa and restaurants. Need help please.

Kind regards Selma