Rozanne Kasthuri

Hi Ravi,

Thank you for taking the time to share your feedback about your recent holiday in Sri Lanka. We genuinely appreciate your honest input, and I want to extend my sincerest apologies for any aspects of your trip that did not meet your expectations.

I understand that certain aspects of your experience were felt as lacking or insufficient to you, and I assure you that your comments have been thoroughly reviewed with our team. Your insights are invaluable as we continuously strive to enhance our services and ensure every traveler has a seamless and enjoyable journey with us.

Following an in -depth conversation with my team, I would like to communicate the following information.

• We acknowledge the challenge of involving two consultants in the holiday planning process. However, based on my understanding, both Hazan and Shehara have been instrumental in facilitating the planning and finalization of your holiday.

• Rozanne, your third and last consultant, contacted you only towards the conclusion when you expressed a desire to include the Pekoe trail in your holiday. According to the exchanged messages, she also assisted you and furnished the requisite information.

• Prior to the commencement of your tour, Rozanne provided you with the mobile numbers of both herself and our Operations Manager, ensuring you have access to them in case of any emergencies. They are consistently available at all times.

• Messages via the platform could experience delays and this was the reason to share their mobile numbers with you.

• Unfortunately, the initial delays in communication occurred as you contacted our team on the platform. Which later changed as our team contacted you directly on your mobile and to my understanding, communication thereafter was quick and efficient.

• When Shehara initially finalized the trip plan, the road and weather conditions were notably different. Other guests with similar schedules managed to experience all the planned activities. However, upon your feedback that it might be overwhelming for you in a single day, our team promptly arranged for a later train, ensuring you had sufficient time to enjoy all the included experiences.

• Following the confirmation of the later train, our team communicated with your guide to ensure a relaxed pace and avoid any sense of haste. The day's itinerary was henceforth carefully organized to ensure your timely arrival for the afternoon train to Ella.

• As far as I comprehend, the sole issue encountered was the booking of tickets in a 3rd class carriage instead of the promised 2nd class. This is entirely attributed to a miscommunication between the service provider and our team. We sincerely apologize for this oversight.

• To address the aforementioned mistake on our part and as a goodwill gesture, we extend an offer for a complimentary dinner and a complimentary massage during your stay at the 98 Acres Resort & Spa

• I'd like to highlight that, by Sri Lankan regulations, we are only permitted to secure reserved seats for a particular train journey 30 days before the ticket date. Cost is not a concern for us, and we are open to purchasing tickets in any class. However, as mentioned earlier, we cannot assure the specific carriage type and train time until the tickets are procured. Owing to the huge demand for tickets for the hill country journey vs the number of very limited seats in carriage and class plays an integral part of us trying to secure it well in advance for our guests.

• Another issue that surfaced was the temporary closure of the spa at Flameback Eco Lodge. Regrettably, this circumstance is beyond our control. Upon investigation, it was revealed that the two spa attendants had fallen ill, and prioritizing the safety of the guests, the decision was made to close it for a few days. This situation was unforeseen and was not the case when Shehara recommended the property to you.

• Throughout your stay, our Operations Manager maintained regular contact with you, ensuring that everything was in order. According to the screenshots we received from him, you had affirmed on multiple occasions that everything was satisfactory.

• In retrospect, I acknowledge that the holiday could have been better organized, and I extend my sincere apologies to you and your wife for any inconvenience caused. This falls short of the service standard we typically aim to provide, and your feedback will guide us in making improvements for the future.

We genuinely value your feedback and want to assure you that your concerns will be shared with our team for continuous improvement. We are committed to providing the exceptional service that our clients deserve.
If there are any further details or concerns, you'd like to discuss, please feel free to reach out. We appreciate your understanding and the opportunity to make amends.

Wishing you and your wife all the best, and we hope to have the chance to welcome you back for a more seamless and enjoyable experience in the future.

- Team Exemplary Voyages -