Dear RashidAlsawaei,

thank you for taking the time to share your experience.
As soon as I read your review I have started an investigation in order to see if we had any record of such claim/complaint but we did not. For every guest comment or complaint our team is empowered to immediately take action and "Make it right", we pride ourselves of having a very proactive system of escalation of the guest issues and when problem do happen (because we are human and they will happen) we are prompt in our reaction having an instant update sent to myself by the team.

Furthermore I went through the last 60 days and could not find a reservation matching the name of your alias in tripadvisor.

I would be delighted to meet or to speak directly with you in order to confirm that you were a guest of this hotel, the dates and to go into details about what happened so I can work with my team on potential improvement points. You can reach me on 22522000.

In case we have overlooked and missed your stay I would like to apologise.

Rest assured that our team receives ongoing training via different approaches to ensure that the fundamentals of service in hospitality are always followed.

Looking forward to hear from you.

In the meantime receive my very best regards,

Hendrick Calles

General Manager

Dear Mahmooda1175,

on behalf of the entire team, thank you for choosing to stay with us and for leaving such a nice recommendation of our hotel on tripadvisor.
Janet and Brent were thrilled to read your kind words of recognition.

We will be delighted to welcome you back anytime soon.

Best regards,

Hendrick Calles
General Manager

Dear Y4326YM,

thank you for taking the time to review our hotel after your stay.
Christine and the rest of the team felt extremely proud of your kind comments and ratings!!

Looking forward to the pleasure of welcoming you back again very soon!

Best regards,

Hendrick Calles
General Manager