Dear Lezel
Thank you for taking the time to review your recent stay with us. Your feedback is extremely important to us as we consistently strive to ensure that all our guests have an enjoyable and pleasant stay. We apologize that you did not enjoy your stay with us in its entirety as at no time during your stay did we feel you were unhappy with our service or facilities. As this is the first time we have received complaints of this nature I will try and address them as best I can. Please note we are graded as a four star with the AA and not a Five star as are all the upmarket establishments in our area and which is reflected in the rates charged. We appologise with regards to the fridge in the one room, the cooler box was a tempory measure but we did move you to a room that had a fridge. All our rooms are equipped with a bar fridge and we do have umbrellas that a guest can request at any time if we were aware that you needed an umbrella we would have gladly provided you with one. I am somewhat taken back by this poor review as we went out of our way to assist you. We repaired the scratch on your hired car at our own expense even though it was your negligence and we did not even ask you to repair the wall that was damaged in the process that you did not even apologise for. After having received the wonderful gift you gave me on checking-out which I truly appreciated and did expect and followed it up with a very grateful SMS I was rather confused that you would rate our customer service as 3 out of five. I honestly feel that all of our previous reviews on this website reflect our constant endeavour to provide the highest level of service, as we did with you.