Hi Kumari, we're sorry to hear your stay with us was not a happy one. As you can see from all our other guests we do do our best to provide what is agreed and more. However, this was difficult in your case as your flight as you know was delayed 45 mins during our only tropical storm in 6 years and as you were travelling without a form of communication no email, no sms, no phone it made for poor communication on your actual arrival time. My sms and numerous calls to your UK number were unsuccessful. This lack of email/phone/viber made for difficulties not only for your check-in but for anything else such as the routine security code update on our secure building, once again - we had no way of contacting you to advise you.
Additionally, during your stay unfortunately our overnight heater for hot water packed in but we thought you were happy with the fact that we switched on our emersion heater as soon as you advised us and there was hot water for you within 30 mins. We do apologise for this unfortunate inconvenience but even in a 5 star hotel such things happen and a 30 response time for hot water is more than acceptable. In addition, this only happened on one morning as we fixed the wiring that afternoon , the very same day.
We thank you for your comments and do hope that you might acquire a cheap internet phone for 30 euros for the remainder of your stay (which you can use in our many free wifi zones and cafes). This will only contribute to a higher level of communication on logistics and increase your overall travel experience in our beautiful country. Happy Trails. T