Dear stmaltamimi,

First and foremost, may I take this opportunity to thank you for having chosen “Angsana Balaclava Mauritius”, on the auspicious occasion of your Honeymoon and also, for your first time in Mauritius, which is much appreciated.

Having said this, I am most thankful to you for your most positive feedback in respect of the “great hospitality” of our team which, indeed, accurately reflects the legendary warm & welcoming hospitality of the Mauritian people. Furthermore, we are delighted to learn that you found your Suite with the private pool to be to your satisfaction.

Once again, many thanks for your valued feedback and I sincerely hope that we will have both the pleasure & privilege of welcoming you again, amidst us at "Angsana Balaclava Mauritius", in the future.

Remaining always at your service!

With best regards,

Paul van Frank

General Manager

Dear Saeed G,

On an opening note, allow me to express to you my gratitude for having taken the time & the trouble of sharing with us, your valued feedback following your recent stay at “Angsana Balaclava Mauritius”, during which time, you stayed with us from August 4-10, 2019, in one of our “Beachfront Pool Suites” (No. 103). Having, in the meantime, carefully reviewed all of the points, that you have raised and having investigated them, I would like to respond hereto, as follows.

Having taken careful note of your overall discontent in respect of your recent experience, whilst staying at our Resort, allow me to convey to you with total sincerity, my utmost apologies, as, clearly, you did not find your stay with us to be to your expectations, for which I am terribly sorry.

With regards to your statement, wherein you alleged, that our Resort has a “very bad Spa management”, not only do I fail to agree herewith, but, in all honesty, I feel your comment to be unfair. What actually transpired being, further to my investigation, that you had booked a “Couple Treatment” for Friday, August 9, 2019, for your spouse and your goodself and on this occasion, you, specifically, requested to have 2 female Spa Therapists to carry-out the said treatment. As a result thereof, as the said booking was made prior to Friday, August 9, 2019, our Spa management had in fact, as per your specific request, scheduled for 2 female Therapists, being Yolene & Ombika, to conduct the said Spa treatment for your spouse and your goodself simultaneously. Most unfortunately, on the day itself, being Friday, August 9, 2019, Ombika, the 2nd female Spa Therapist, was taken ill and as a result thereof, as we did not have any other additional female Spa Therapist free, in the circumstance, we offered you to have a male Therapist carry-out your Spa treatment, which, would have, naturally, taken place in a separate Spa treatment room, than that of your spouse. At that point in time, you clearly indicated to our Spa Receptionist, that you would then rather cancel the Spa treatment. Taking into consideration, that you were leaving the next day being August 10, 2019, in the early morning, we were, regrettably therefore, not able to reschedule the said “Couple Spa Treatment”.

As to your complaint referring to the water in the Jacuzzi in your Suite (No. 103) being cold, allow me to please elaborate thereupon, for the purpose of total clarity. The water in the private pool of your Suite is temperature controlled at 30 degrees Celsius. As to the Jacuzzi, which is separate to the said private pool, so as to avoid any possible misunderstanding, these Jacuzzis are equipped with a designated “push button” conveniently located by the side of the Jacuzzi, which simply needs to be pushed-in and after having done so, within a period of maximum 30 minutes, the said temperature of the Jacuzzi will then match the temperature of the pool itself. Having said this, I am truly sorry, if, possibly, you were not made aware of the need to make use of this “push button”, in order to obtain the desired temperature in your Jacuzzi.

In response to your complaint regarding the curtain being broken in your Suite (No. 103), it would only be fair to mention, that prior to your arrival on August 4, 2019, your Suite was in fact carefully inspected by our Housekeeping Supervisor, Anu, at which point in time, all was in order, as should be the case, including the said curtain rail. In fact, it is only the same evening, that it was reported, that there was a problem with the curtain in your Suite and as soon as we were alerted thereof, our evening Housekeeping Supervisor, Tooree, promptly went to check the curtain in your Suite and found, that the rail itself was fine, but, that the curtain hook had come loose. As a result thereof, Tooree immediately fixed the hook and in fact, the next morning, one of our Engineering team members went to double-check that the said curtain rail & hooks were fixed up to standard, for your convenience. Nevertheless, I do wish to offer you my apologies, for any inconvenience experienced, resulting from the hook having come loose on the evening of August 4, 2019.

In closing, once again, I am very sorry, that you did not find your stay at our Resort to be to your expectations. However, I would like to, nevertheless, thank you for having shared with us your valued feedback, which can only serve us better in providing an excellent service to our guests in the future.

Remaining always at your service!

With best regards,

Paul van Frank

General Manager