Tazi, We experienced very similar problems. Each person at Marriott reservations had a different version of what the package included. The hotel was the same way. It wouldn't have been a big deal if it was just a hotel room but with all-inclusive there are many more details that need to be understood.
We also experience Marriott reservations not being able to contact the hotel. If they can't get questions answered and know who to call where does that leave the customer.
I'm glade we didn't give up since Tip Advisor has some very good posts on this property.

Thanks and I'll post the GM's email if I get it. I hope to try later this week once I pay uncle sam.