Our sincere apologies for the inconvenience you have experienced. I must admit that at this time we have fallen short on our services and your disappointment is not what we aim for. Rest assured that your feedback has been immediately addressed. Internal measures were taken to ensure such an incident will not happen again so as to maintain the level of hospitality service which we have been renowned.
We take your observations by heart and will truly ensure to guide and support all our staffs in problem-solving matters and external communication with our hospitality partners.
In the meantime, with my reiterated apologies and assuring you of my continued care and attention in this matter, I remain.