Formal complaint regarding poor service at Britannia Hotel

I am writing to formally express my disappointment regarding the service and food quality experienced at the Britannia Hotel on the 26th of December 2025. Our group of 9 people was seated and placed our food order at approximately 17H30. The meals arrived at 18H20, which is alt=ready an unacceptable waiting time. Unfortunately, when the food did arrive, several dishes were cold, including the bunny chows, burgers and chips. To make matters worse, at 18H30 ,the waiter asked me what i was going to eat, despite me having already placed an order earlier for a mutton breyani. I was then informed -after waiting almost an hour that the breyani was unavailable. The waiter admitted that he had forgotten to inform me, resulting in me waiting for an hour with no meal served at all. I attempted to explain the situation to the manager, but she appeared not to understand the seriousness of the issue or the inconvenience caused. After spending R917, we left the establishment extremely disappointed, hungry and frustrated. Due to this experience, i will not be returning to Britannia hotel. I trust management will take this complaint seriously.