Dear carmenrH736PK,
Thank you for sharing your experience with us. We sincerely apologize for the multiple issues you encountered during your stay, especially on such an important occasion like your high school reunion. We understand how frustrating it must have been to deal with the construction noise, lack of essential amenities, and delayed service. This is certainly not the level of service we strive for, especially given the significance of your event and the long journey you made to attend it.
The concerns you raised, such as the unresponsiveness to your requests for an ironing board and hair dryer, and the lack of timely assistance from our staff, are unacceptable. We are deeply sorry that this impacted your experience and special event preparation. The situation with our concierge service is also inexcusable, and we regret that this added further stress to your departure.
Your feedback will be shared to our management team for immediate review and action. We will work hard to address these service gaps to ensure that future guests do not encounter the same issues.
Thank you for taking time to share your feedback and we truly hope you will give us another opportunity to provide the high-quality experience we are known for.
Sincerely,
Korina Gabucan
Executive Office - Hotels