Dear Mr. Fahad,

Thank you for taking the time to write a review following your recent stay with us.

Please accept my sincere apologies for the inconvenience and frustration you have experienced during your stay, especially for interrupting your privacy and entering your room whilst you were sleeping.

I have shared your comments with the relevant manager and after investigating the incident and reviewing the CCTV footage, it shows that our colleague followed our internal policy and knocked the door three times before entering the room. Unfortunately, it was not loud enough as you did not hear it. Please be assured that appropriate measures will take place to ensure similar occurrence does not occur again.

Our guests’ complete satisfaction is of prime concern to us and it is through guests’ constructive feedback such as yours that we are able to identify those areas that are worthy of praise or in need of improvement.

I would like to thank you again for sharing your feedback with us and I certainly hope we can be at your service again in the near future.

Best Regards,

Patrice Cornee
General Manager
Downtown Rotana, Manama