The customer service here is just getting worse an...

The customer service here is just getting worse and worse, last year I had a HORRIBLE experience with a reservation agent named ROSE. Well, here I am a year later, having stayed here since that time last year, where she was rude and hung up on me to avoid fixing the issue. Today I attempted to make a reservation again, she demanded a players card that I didn't have then refused to help me, put me on hold for several minutes then said "My supervisor says we can't help you bye" and hung up on me. My husband and I stay here about 4-5 times per year, we eat at all the restaurants, and try to enjoy but it seems like ROSE is always rude, this is actually my THIRD time talking to her and she just continues to be rude and hang up on me. I've called and asked for a supervisor and all that is available is a "lead" or the "supervisor line" to leave a message. I have no idea how to file a formal complaint, last year they helped me over the phone, but this year, no one is helping me.