Every time I had any questions, I'd send them via email and would receive an answer within 24 hours at the most.
They are dealing with a ton of brides and don't consider themselves your personal wedding planner. That's why there are destination wedding planners out there in your own country. They will deal with your resort and you can call and chat with them as long as you want. If phone communication is necessary for you, you should consider hiring one.
I believe this forum offers this service as well.
Cheers,
Dmitri