From March 2012
For those who were interested whether I got any response. I did.
The staff member concerned is receiving further training re his Customer Service skills. Apparently I was not alone in my complaint regarding his level of service. He did in fact remember our visit, and that we had to change rooms. He thought we would be OK with the larger room that had no view, instead of just advising us of this at the time.
The staff member who helped us, received praise for how she assisted us.
The letter also said that my email re the fridge should have just been sent to the appropriate area, rather than just tell me I had to telephone them myself. At the least, they said I should have been advised me of the email address for that area. SOME medications DO REQUIRE a fridge, contrary to what some think.
We have also been offered VIP Check In, service, and accomodation for 5 days, if we choose to stay again. Don't know if we will have that chance, though I'll hang on to the letter in case we do.
I am quite happy that my complaint has been resolved and that procedures are being clarified to their staff.
It will hopefully stop any other guest receiving, the less than professional and, courteous service, from that person.