Dear Mr. Tariq,

Thank you for taking your valuable time in providing feedback with specific examples of where we failed to meet your expectation on your second visit while two years ago you had a wonderful one. Off course, it is certainly not the level of service we desire to give and for this short coming, I sincerely apologize.

I have addressed the issues you alerted me regarding the hassle in check- in process, air conditioner, elevators, internet and the lack of attention from our staff with my department head concerned to ensure our team constantly provides service and product that meet our guest expectation.

Regarding the room furniture, we will soon begin the room interior refurbishment work which will ensure that the rooms enhance the overall experience at the hotel.

I do hope that you can visit us again, and I have a chance to meet you and ensure you are delighted in all aspects of your stay.

Best Regards,
Dini M. Artha
General Manager

Dear Mr. Nasser,

Thank you for taking the time to write a review. I truly appreciate your feedback regarding your stay with us. It is helping us to do better in the future.

I am very concerned with the comments you made about our reception, restaurant, old furniture and wi-fi connection. This is certainly not the image of service and product we wish to portray to you and our guest and I would like to extend my apology for all the inconvenience caused. Your comments have been shared to the Department Head concerned for immediate improvement actions, in order to fulfill guest satisfaction and well-being which are most importance to us.

In regards to furniture in the room, you may also be interested to learn that our hotel will carry out the room renovation work that planned within this year.

Mr. Nasser, I do hope that you can visit us again soon and I have a chance to meet you personally and ensure you are delighted in all aspects of your stay.

Best regards,
Dini M. Artha
General Manager

Dear Mr. Alluhaybi,

Thank you for your comments. I am very sorry for the inconvenience you experienced when the air conditioner did not work properly and will address this to the Chief Engineer to avoid this kind of situation in the future. He also has checked the broken window lock and made a repair.

In regards to the bathroom door that accidentally locked, when it happened our Housekeeping might need some times to come with the key to your room for opening the door. To make certain that guests are clearly informed about approximate waiting time in this situation, I have personally spoken to the Executive Housekeeper to communicate it properly.

Once again, thank you for taking your time to share with me and helping us to do better in the future.

Best regards
Dini M. Artha
General Manager