Thank you for your feedback, from which I was very sorry to learn how unhappy you were with the service provided in respect of your most recent holiday with us. As I am sure you are aware we have many repeat guests for the Ngala Lodge, most of who have their own particular favourite suite. Due to the large number of requests, it is simply not possible to allocate every guest in the suite they want, but in light of your comments, I have taken the opportunity to listen to your telephone conversation with our reservations agent at the time of booking. It seems that on this occasion, we were unable to meet your original request for suite 4 and therefore the next door suite was requested. Regrettably, although confirmed verbally, the request was never added to our system and I would offer my sincere apologies for this error, which is not a reflection of the standard of service we aim to provide. As a result, our Commercial department was unaware of your preference and assumed they could move you to another suite without causing any upset. I understand that when the hotel was made aware of your unhappiness, they arranged to move you to suite 4 - the suite you originally wanted- a few days after arrival. I realise the whole matter caused you some inconvenience and I am very sorry this was the case. I do hope I have helped to explain the reason this situation arose and that you will give us the opportunity to restore your faith in us in the future.
