Dear Sara, first we would like to thank you for taking the time to leave a comment.
Secondly, we would like to apologize for the wat this situation was handled, at the time we were not able to find your phone number which would have been the best way to reach out to you.
We are proud of the service standard we provide to our guests but sometimes drawbacks appear and we are not able to deliver in the way we would like to, and our guests deserve.
Please feel free to contact us on our email if you would like to discuss this situation any further.
We hope you can give us another chance to rectify this, and to show you why we are one of the top choices of travelers when visiting this amazing city.
Kind regards.