As promised here are the results of my letter to the hotel's Customer Service department.

Having written a lengthy letter of complaint I received a telephone call from Customer Services appologising for the poor standard of service that we had received. I must say at this point that the young lady that I was speaking to had wonderful telephone technique. She took full ownership of the call and was very empathetic to my situation. She assured me that we would be hearing from the General Manager of the hotel within a few days.

This call duely arrived a few days later, again his telephone skills were excellent assuring me that as General Manager he was ultimately responsible for the service received by his guests. He offered that my wife and I should return to the hotel for a complimentary meal. I explained that as it was a prize which was completely ruined and the service and food so dissapointing the thought of returning to experience the same thing again was not very appealing.

He insisted on wanting to prove that this had been a one off situation, and extended his invitation by telling me that we could also bring another couple. The entire meal including all drinks would be complimentary. It was obvious that he really did care and on that basis I accepted his offer and made a reservation.

What a difference, we arrived at the appointed time to be greeted by a different Maitre 'D shown to a reserved table offered menues and a wine list. There was also a complimentary bottle of champagne waiting for us.

The food and sevice was wondeful, what a difference. This showed the true meaning of CUSTOMER CARE