Just posting a quick follow up to my post above in case it helps anyone in the future. After about a week of no reply, I reached out to the hotel again and received a response within a day confirming the transfers were arranged. Since then I have exchanged a few more emails with the hotel making other arrangements for things during our stay (dinner reservations, boat shuttle, etc) and all have been very timely, friendly, and accommodating. Must've just been bad luck with the first email getting overlooked.