Time to investigate a query

After a stay at Rowantree Park I emailed the CC questioning the pitching arrangements. I got an email response about 5 days or so later saying that matter would be passed to the Regional Manager but that it could be 20 working days before he responds because he spends a lot of time out around the sites!!!!

That is FOUR WEEKS in old money.

Surely in this day and age Regional Managers can get access to their emails via their mobile phones or via the PC when on sites? 

Any business that can take four weeks to answer a simple query because the manager is out and about has no concept of customer service IMHO.