I'm not really understanding the rationale for contacting a resort manager to discuss the negative reviews that were offered at travel forums, but that's me. You can certainly ask about their satisfaction policy with awards.
I've been to this resort and I've added comments to some of the threads here (FT search). To me, it's all about expectations and whether they've been met. And that's always in the view of each individual person.
The staff at this resort is very good and one of the plusses. I thought the property was nice, but not over the top. That's my opinion.
There's so much more that goes into whether you've had a good or bad experience, you need to weigh all comments.