My experience with poor customer service at the Michelangelo hotel

The customer service and reservations department is unacceptable especially when rated as a 5 star hotel. I had attempted to make a reservation for one of the packeges they were offering three weeks ago. I then got an email notifying me of availability and then asking if I wish to book it. I then immediately responded via email with yes to make the reservation. I then heard nothing. I then email again to ensure that everything was in order and ask if they wish for me to make payment or if an invoice will be sent. Once again I got no response. I then contacted the department telephonically of which she notified me that the emails had been received and that she would email via email again. The email sent however was to inform me that my reservation was not kept and has they had been booked for three weeks and offered me a package I did not request for. Considering I attempted to book three weeks ago I would assume they would make a plan to accommodate me. When I sent the email to complain of this customer service, you can imagine the response, oh yes there wasn't one. They did not even have the curtosity to acknowledge the complaint or provide me with an email for management as requested. I was making this booking for my husband's 35th birthday present and valentine's day and now a week before I have to find something else. It is dishearting to know that a 5 star hotel can have no consideration for a paying customer like that.