Yet another in a seemingly endless series of data points for me that in all but the rarest of cases it simply is not worth staying at a property over Christmas/New Years.
OP, please do not take that as "blaming the 'victim' ". You booked and paid, and if a property cannot handle 100% occupancy, then management/staffing need to be adjusted. The lack of service (generally), and service recovery ensure I will never visit ... not until reports turn more positive.