I don't doubt this for a second. SSR, in my 10 or so visits ( mostly now due to a last resort available) they are persistant at being this way in non emergency situations, nevermind what you are going through now. its strange really, this resort has an operations mentality no other one has, and its not a positive thing.
I maintain that here at SSR we drew the shortest of short straws. I am reading the other reports of the other hotels, and comparing how it was dealt with here. Individual CMs were of course polite and enthusiastic. Organisation, communication and provision were appalling. I would have loved many of the experiences in the other hotels. Here, it was mostly a trial. I am grateful we are all safe of course.