Indeed, the shortfall in service you described is very sad and the team is alerted that we failed to make a positive difference to your experience. Kindly accept my personal apology.
It is not often that we fail and we want to ensure each guest is served as you can rightly expect, unfortunately, we were not able to extend this service. Dear Guest, if possible, kindly share a contact number with me so I can call you to apologize personally.
We shall certainly share each point in detail with the team.
I am looking forward speaking to you soon.