Dear Des65 Thank you very much for staying with us, we greatly appreciate the time you have taken to details following your recent visit at LK Metropole. Although hearing negative feedback is never pleasant, your comments are important to the success of our organization, we truly apologize that we failed to service during your visit. We have taken note of your comment and have been sending into relevant person concerned of your problem and hope to have an opportunity to serve you again in the future. Sincerely Yours, Customer Service Team