customer service

We booked 3 rooms for my family with Travel Republic, it was a celebration of my husband having the all clear from cancer, a week before we went TR called and said the hotel was overbooked and one room had been moved to the other Htop hotel a 20 minute walk away, of course we didn't want our family split up and requested they move someone else as it was just one room.
The situation was resolved eventually by the assitant manager after 5 days and many phone calls from France. Customer service was dreadful, one member of staff told me she'd received my stern email, and was very cold on the phone, if she'd taken the trouble to read our case history before speaking to me she would have seen my email could've been a lot harsher.
Finally when the room was reinstated the assitant manager told me at my request she would put a note on our paperwork for an upgrade for the distress that had been caused. When we arrived at the hotel and there was no request for any upgrade, we were put on to the hotel manager who was professional and sympathetic, all of his staff had excellent customer service skills.
Travel Republic I would recommend that you talk to your staff on customer service, 5 days is far too long to sort out a minor problem, especially as we were going away that very week, as my husband said to your assistant manager he's a professional businessman and if any of his customers have to wait 5 days, send numerous emails, phone several times a day, then you can assume they are no longer customers.