Worst experience ever #the capital zimbali hotel

I would like to share the most extremely terrible, pathetic, unprofessional, despicable, poor service ever from the capital Zimbali ,i was preparing to propose to my now fiancé at the capital Zimbali ,i called numerous times to seek permission to propose on that day in a private setting which i enquired about weeks before i planned to propose and was told it would be free and no charges would apply from multiple staff at their concierge and reception desk ,i then travelled 2 and half hours days before the engagement to view the place and book to stay as well along with final preps ,on that day i was not told about any extra costs and even confirmed with them about small signage along with a photographer that would be present on that day ,they confirmed it would be ok and all i should do is ensure i book the accommodation so get access codes to the resort which i did on that day .....finally on that day i get a call saying they are not prepared to allow the events planner access along with the photographer to set up as i need to pay an additional R4500 + R2000 this being minutes before i could get there and surprise my fiancé with the engagement ,the staff and management refused to allow this and only allowed this to happen in our room privately ,this was a moment that i could never get back and if i had known i would have made other arrangements ,this resulted in me paying for services i never receive and spoiling one of the most happy moments in my life and my soon to be wife ....all i got was an apology and excuses .....I feel they just wanted to **** money out of me at the last moment ...very poor service from a so called high ranking hotel ....still waiting over a month for management to send my apology letter that was promised but it seems there's no remorse....just want to say thank you for ruining a precious memory that i can never get back