We obviously take a review of this nature seriously, but again question the veracity of the review or his expectations. After 19 years in being in business we pride ourselves in what we do and endeavour to offer the best guest experience. After receiving the email from the guests Tour Operator in the UK, I investigated what had gone wrong with this particular guest. The guest in this instance was allocated a room with two external balconies one small 3 square meters and the other 12 square meters. The room next door had one larger balcony 22 square meters. The guest on checking into his room raised this issue with the Manager on duty.The room in question excluding the bathroom is 42m2. Rooms do vary in all aspects shape size and decor.The guest was offered the opportunity to move to the room with the larger terrace the following day, but declined the offer. We have various pillows and had the Guest felt that the Duck Down pillows did not offer support he should have asked and firmer pillows would have been placed in his room, he never did. With regard to the airconditioning been turned off during the day whilst not in the Room, I have no comment, Mr Fortnum should be aware of the effects of GLOBAL WARMING. With regard to the comments on service i am most surprised at the content or allegations contained therein as all Duty Managers that i spoke to were unaware that Mr Fortnum had any issues with regard to breakfast or the replacement of the amenities. This has never been an issue in the past and i would be surprised that this was such a mess with one guest. I am aware that there was one evening during his stay that the turn downs was not done, which is not a standard service level, but as there were more dinner guests than expected and staff absenteeism, the staff on duty did not manage to get to turn down the rooms that particular evening . The only complaints made by Mr Fortnum during his stay was the size of his balcony, which we endeavoured to address and the quality of the meal at the Test Kitchen (one of the most sought after dining experiences in Cape Town and one of the Top 20 restaurants in the World) With regard to breakfast, I am sure every guest has a preference and our philosophy is one of freshness, both in preparation and in the use fresh ingredients. With regard to the chairs used on the outside terrace, these are chairs used in an exterior environment (not internal) and designed by Phillipe Starck, sold by Kartell, I believe both to be reputable names in design and supplyof Furniture. Had the guest chosen he could have sat in the interior dining area. The email from the Tour Operator had a strong sense that Mr Fortnum was seeking to have his stay refunded and raised what in my mind appears to be spurious issues.