Low level of service

Low level of service
1) Unresponsive and uninformed staff
Upon trying multiple times their main line (reception): staff is not aware of the currently ongoing offers at the website, they put you in touch with different lines (eg asking for spa, connecting you with the pool)
2) Hotel is not taking reservations over the phone for pool day claiming that there is no need for reservations as there is enough capacity. Upon arrival for a pool day pass, unfriendly service staff claiming that the pool is full (after 10 registered entries)
3) Spa is not responsive via email
Hoping for the service to improve!