Dear Mr Grobler,
Thank you for taking the time to write a review of your recent trip, feedback is extremely important to us. I am sorry to hear you are unsatisfied with certain aspects of your holiday. I would like to address these points and inform you what action we are now taking as a result.
Regarding the flight arrangements, it's clear the flights used were not the most convenient. In previous winters we have been unable to find a suitable alternative, as there is not the same range of carriers outside of high season. However, I have been investigating the possibility of using different flights for next winter's departures and am pleased to say we will be using direct flights this December to ensure our groups have the best possible journey to their holiday.Regarding your accommodation, it is clear there were some problems with hot water during your stay. I have been in contact with our local partners to investigate what was causing the problem, so that we can take the appropriate steps to avoid a repeat.
I am glad you liked the local area and the leader, and I would like to assure you that we always strive for the highest standards on our holidays and I hope you will consider travelling with us again.