I just showed your feedback to the new VIP manager. She said she would bring it up in her regular meeting. She said just call the front desk for now.

Their system crashed in the last few days. When I checked in, they could not use the credit card machine to pre-authorize my credit card. They had to write my CC info on a piece of paper. Then days later the system crashed again while still recovering from the previous crash. Perhaps your email fell through the crack.