Dear Colleen, Apologies for replying in such a public forum, but it appears (given the nature and content of the above review) that my direct follow up email to you on the day after your departure must have gone astray. I shall of course resend this so that you have this for your records.To echo the comments made in that mail, we were shocked that your 5 night stay and multiple interactions (directions/ recommendations and greetings) with our friendly team were so overshadowed by the one misunderstanding on departure, particularly as it is so rare that we miss the mark in customer service.My colleague did indeed pass along your dissatisfaction with the oversight with breakfast pricing: something that I absolutely apologised for, and which was resolved on the very morning it was raised with us (with the formatting of the menu adjusted to ensure the price was clearly next to the buffet info, and the physical sign on the buffet being increased in size). Again, as mentioned in my direct email reply to you, you were not charged for the breakfast for either day it was taken- and this 50.00 reduction was my colleague's immediate reaction to your complaint onsite. She was by no means attempting to tell you that you were wrong, only to reassure you that it was a genuine oversight with the most recent printing run, in light of the insinuation it was intentionally underhanded.Her "smirk" was an attempt to maintain composure and hide tears, so again, we can only apologise that this misinterpretation on your final morning eclipsed your view of your entire stay.In your direct complaint email to us, you mentioned that you would be leaving the above negative review "though it may not make much of a difference": we can explicitly assure you that poor reviews really do make a difference, as rare as they may be here. Not only have we taken immediate steps to rectify the issue raised and respond to you directly; as a family run, independent hotel with a young and genuine team, negative reviews are so disheartening for the team's morale. We have all reviewed your case internally to try to prevent any such future misunderstandings- and again, I shall be resending my full reply to your direct email, as it goes into greater detail.Kind regards,EmmaEmma HouseGeneral ManagerDrury Court Hotel