Does anyone ever answer the phones? I have been on hold for 15 minutes. I have been trying to talk to someone for the last 3 weeks

I left a message back in December 2020 and recieved a call back a few hours later.

Email them. I got a response the same day, a few hours after i emailed them.

They are super understaffed, and it seems like the new owners don't have customer experience as their primary concern.

You literally sometimes have to call and hang up and call back.. I went through the same thing for our trip we had this past week. It is a pain honestly,but they do eventually answer. I do recommend calling early in the morning though. This is one of their busiest weekends. It's worth it though.