Customer service commitment non-existent

We booked a beautiful holiday home (Delphi 3) for a week in Mar were encouraged to share feedback on the day we arrived. The stay was lovely, a break we needed away from the city. Paying >R3,500 a night we believed would be worth it. I'm disappointed that the Langebaan Holiday Home email templates that boldly promise good customer service turned out to be lies. We've realised that even in the face of considered feedback, injury and disappointment, PROFIT trumps service when it comes to Langebaan Holiday Homes. It took LHH a week to respond to feedback. I would expect at least an apology (I'm sorry) or maybe a waiver of a cleaning deposit if I got disturbing feedback from my guests incl. a heavy pelmet falling on a guest's head (that could've been so much worse if it was a young child or grandparent), toilets that reeked of sewerage or a main bedroom that was flooded by overnight rain due to blocked gutters). Alas, no apology, just one stale email after the other stating we owe R60 for 2 broken glasses R818 for cleaning. The promise is empty, the commitment vague and the money's in the bank. Nothing to be done, except of course to send another stale email. LHH, you disappoint