Thank you for sharing your feedback on your recent holiday experience among us, our main goal being to ensure we keep on delivering unforgettable holiday experiences to our guests, your comments are crucial in this process therefore we highly value your time and constructive criticism.
We have conducted a thorough investigation after receiving your feedback and we have the following findings to share with you -
Our departure time is 12 noon, to ensure that our guests check out in time and that we have time to clean the room thoroughly for the next guest's arrival, we follow a process of departure room checks.
Please allow me to elaborate this process -
1) Post 11 am we call all our departure rooms for the day and we ask them if they would require a car to be booked for them to take them to the airport.
2) We also prepare their room invoices and keep it ready for the guests to come and check out promptly so that they do not have to wait again at the counter.
3) During this time when we also ask for any luggage assistance required so that we can send our bell desk attendant at the specified time to the guest room to assist with their bags.
4) If our calls from reception are unanswered then we send our bell desk attendant to physically check the room as many times guests who prepay their entire stay vacate the room and do not approach the reception counter.
In your case our calls from front desk went unanswered hence our colleague followed the process of physically checking your room. He followed the standard operating procedure of entering a guest room. He rang the bell 03 times at an interval of 20 seconds and before opening the door wide open he announced the name of the department and then entered.
Please feel free to ask for a late check out in the future, we would be more than happy to accommodate your request based on the occupancy of the hotel so that you can continue to rest in the room until post the check out time.
Thank you once again for making us your choice hotel and for your constructive criticism, we certainly look forward to serving you again and to have the opportunity to exceed you expectations in a not too distant future.
Rooms Operations Manager