I am writing to express my profound disappointment with the lack of customer service recovery I experienced during and after my stay at your resort on the night of my wedding. The entire experience has been nothing short of a nightmare, and I feel compelled to share the details to prevent future guests from enduring similar distress.||We had over 20 people paying and staying at your hotel that weekend, at paying at bars, restaurants, gameling and at the pool, having a wonderful time, the amenities and hourly staff were great but the actual touch of standards or customer experience continues to fall lower and lower as im still trying to close up loose ends with your management.||The quick run down of the problem began at check in- not being able to find our rooms, we had booked the honeymoon suite and an additional room next to us. I took ample time months before confirming names and payments for these rooms were taken care of. We get there and they dont have any of the correct information, lots of wasted time, speaking to the front desk manager etc. Finally I just put down another card (even though the rooms were already paid for) so we can just head up and get out of our wedding clothes. They sent us to the wrong room, just a small standard room, i was so devastated and disheartened. It just continued to get worse from there.||I had the unfortunate experience of dealing with your front desk manager, Nicola, who was unable to provide any meaningful assistance. This led to further escalation, and I eventually spoke with her manager, Lissette. I was promised a response to our last call within a few days, yet here I am, three weeks later, still waiting. I have sent two additional emails during this time, but my attempts to follow up have been met with silence.||It is unacceptable that I have had to spend so much of my own time trying to sort out the mess created by your team. I even had to come up with basic recovery options myself, which should have been the responsibility of your staff. Despite reaching out to higher leaders, I am still awaiting any meaningful follow-up.||The complete lack of customer service recovery for such a significant event is beyond disappointing. I expected a high level of service from a resort of your reputation, but my experience has been the exact opposite. I hope that this review serves as a wake-up call for your management team to address these serious issues and improve your communication and customer service processes.||I am still awaiting a follow up.