...
We understand your frustration when a few things were unfavorable during your stay. In addition, your comments highlighted certain issues to us and we are grateful for this gesture. We encourage our team to make decisions, which benefit our guests. When we make those decisions, it is important to make them in a timely fashion and with full understanding by our valued members. This has been a valuable lesson for us.

Mr. G-BOAC, you have our assurance that none of our staff wanted to deliberately mislead you, but our communication definitely had some gaps. We apologize for this.

Further, we have forwarded your e-mail to the InterContinental Semiramis Cairo for their perusal. We will update you dutifully regarding this matter.
...