Shocking Email Etiquette & Customer Service

Mangwanani used to be my number one choice when it comes to a pamper or a full or half day spa package, but in the recent year to now, I don't know what has changed, but this is the LAST time i will ever ever use or recommend them. For the past decade we would visit Mangwanani almost every year for our annual treat and massage day. The service has just gone down the tubes, and it starts with the booking process. A friend bought me a voucher for Mangwanani and every time it's time to make a booking, i sent requests to book and just simply don't hear back from anyone, i then have to send a second and third follow up email to them, then when i finally get a response they don't answer to everything i asked for in my original email, the only reason I am still chasing after them is because i want to use the balance on my voucher - thereafter i will NEVER EVER visit another Mangwanani branch ever again. In todays times, it is actually hard to believe that I have to chase after a service that is actually consider a luxury not a necessity. Even my last visit to Mangwanani, its just not the same again, service levels have really deteriorated over the years, a big disappointment for this brand that I supported for many many years. Even after I told them via email that the service is shocking - not even an acknowledgement or apology!!! I do not recommend this brand to anyone.