Dear Heino,
Thank you for taking the time to share your feedback.
Feedback be it positive or negative is very important to us.
While I wish you had a better experience, it is feedback like this that we learn from and use to improve our offering as well as our service levels. In addition, it helps us to identify important training needs as we aim to always exceed guest expectations.
We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short.
My apologies that we did not exceed your expectations, Lawrence our Rooms Division manager has been in contact I believe. please let me know if I can assist with anything further.
If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of.
Sincerely,
Francois Stremmelaar
GENERAL MANAGER