Dear Zeyad,
I appreciate you taking the time in providing us with an overview of your recent stay with us.
It is highly disappointing to read that we have not lived up to your expectations during your most recent visit to us. As a 5* property, we certainly strive to deliver this level of service at all times, so I would highly appreciate if you have any further details on this low review scoring. Please do feel free to contact me directly at nicola.windley@hilton.com so that I can ensure any shortfalls are rectified as a matter of priority.
We do hope to welcome you back on a future occasion, to provide you with the exceptional quality and service that characterises our brand and resort.
Kind regards,
Nicola Windley
Manager | Quality and Improvement
Nicola.Windley@Hilton.Com