The place is very classy and nice, hotel staff is ...

The place is very classy and nice, hotel staff is awesome and great dining and breakfast, however I have to give the place 1 star after their terrible back office service. I stayed a total of 18 nights last year and hotel staff did no inform me of the rewards program which would qualify me for free nights in other coasts hotel. When I contacted customer service to redeem the "missing points" the manager ignored my complains and did not even consider giving me part of the points. After a series of emails I felt completelty ignored and for sure will not stay in this hotel anymore due to this incidence.