My parcel is in limbo and may never reach a destination

My parcel has been sitting at a hotel reception in Venice awaiting collection for 10 days now. Every day my tracking status simply says 'collection rearranged'. No one has been able to assist me to get it collected and delivered. This is a partnership between ABC Parcels and BRT. Every time I let them know the parcel is still there, they simply rearrange collection. This is a gift that I took a year to hand-make, not of much monetary value but precious to me. It's very distressing