Thank you for the review, and I am really sorry the holiday was not what you expected. On the day of your arrival, due to a busy airport day with departures and arrivals our agent was there to assist you to your transfer, and unfortunately your host was held up with flight delays so was unable to meet you at the hotel on arrival. However, he called the hotel and asked them to pass on all relevant details about your welcome meeting and dinner arrangements in the evening, which we understand you confirmed you had received when your host met you later that evening, I apologise for any inconvenience this caused. The issues with your room were not discussed with the host or hotel staff while you were at the resort, so we were unable to rectify them or provide an alternative room. It is true that a sandstorm created some mess around the pool area. The staff cleaned it up as quickly as possible, and I can confirm that the pool and pool area are cleaned daily. I am sorry you experienced some difficulty with the bar staff. I believe you were charged a different amount for the same drink and we have been advised this was an error by a member of staff. Please accept our apologies for any confusion this caused. I have checked the ages of the others who were on holiday with you, of the 12 we had 4 in their 50’s (including yourself), and the other 8 ranged in age from 60 – 81. This would be a normal group size and dynamic and we normally find this works well and everyone gets on.
Once again, I am sorry you did not have the experience you had hoped for. I will contact you privately to respond in more detail and I hope we can agree a suitable outcome. Kind Regards, Karen – Customer Services.
