It is deeply disappointing to read we did not live up to your expectations during your most recent visit to us. We will certainly take into account your comments regarding the food service and offerings. Indeed, there are some items excluded from the all-inclusive formula, which is detailed in the letter received upon check-in. I sincerely apologise for any inconvenience this caused you. Furthermore, I would like to clarify in regards to the in-room items - as a result of the limitations and precautions surrounding COVID-19, we are required to remove items such as notepads and pens within the guest room. However, all usual amenities are available upon request, and I do apologise if this was not brought to your attention. I will certainly follow up with the team to ensure this is being communicated to our guests. I do thank you for your valuable feedback, and if you have any further details regarding your stay with us, please do feel free to contact me directly and I will be more than happy to discuss these with you.
Hoping to welcome you back to the hotel in the near future, and all the very best wishes for the week ahead.
Manager | Quality and Improvement