Disappointing service

Yesterday morning as I walked into spur N1 city to the front desk where the manager was sitting do an enquiry for my son's birthday, I asked him what the procedure was and how long in advance should I book, he just looked at me and my fiance as if we were idiots and didn't even bother to answer me, he wrote something down on a piece of paper and handed it to me saying I should send a email and I'll get a response by Monday, I was so disappointed but mostly shocked as this is not the type of service I'm used to receiving especially from a manager.