Dear Mrs Naidoo,
Thanks for choosing to visit Montusi again.
We hugely appreciate your ongoing support. I am terribly sorry that we let you down on this visit.
I'm afraid that my accident on the 30th of Dec (your arrival day) definitely shook our operational ability. It shouldn't have impacted your experience, but having Mic and I removed so suddenly in the middle of the Festive Season left a management vacuum.
While Cath and Andrew did their best to cover all our responsibilites (both at the lodge and in our personal lives), they did miss the opportunity to talk to you directly about the yoghurt and speeding car, leaving our manager Catherine to be the go-between:
You requested strawberry yoghurt mid-morning on Saturday the 1st of Jan and then at midday on Sunday the 2nd you sent us a message through our website enquiry form that you had already purchased it. The message was up-beat in tone and so we did not know that you were disappointed.
The reckless driver was not a guest of ours (as owners) - they were members of the public. It has highlighted the need for a speed limit sign at the entrance of the complex and we have put that on the list for this month's missions.
Chef Russell would've made you fish every night, had you requested as much. We were not aware that you would've liked more fish. When I chatted to you upon my return from hospital on the 2nd, I see now that you, very kindly, didn't want to burden me with your requests, but I so wish you had. We could easily have added fish to your menus, rather than just doing the vegetarian options.
The request for waffles for the birthday breakfast was a tricky one as we don't have a proper waffle machine at the lodge - this isn't one of our usual offerings. Thankfully we managed to get a waffle machine in time and produce the birthday waffles.
I am very sorry that we as the owners weren't more available to you and that when we were we didn't pick up your dissatisfaction. At the end of the day the miscommunication cost us both.
Please accept my apologies and best wishes for 2022.
Lindsay du Plessis