Dear Aude A,
It was a pleasure having you stay with us at The Oberoi, Bali and we thank you for your valuable time in posting your review on Trip Advisor forum. We wish you had time to stay with us longer than one night.
I was delighted to note that you have been pleased with some aspects of your experience at The Oberoi, Bali. On the contrary, I am extremely concerned to know that your overall experience feel short upon check in. We are all deeply apologetic that your overall experience at The Oberoi, Bali was less than satisfactory.
All of us at The Oberoi, Bali endeavor to do all we can to ensure that every guest feels welcomed and receives service that is friendly, attentive and timely. The values handed down to us by our Founder and Chairman asks each one of us to place our guests above all else. With these beliefs and culture, it pains us greatly to have even one guest leave the hotel with anything less than a positive impression. We do recognize that at times we make mistakes - it is important that we learn from these mistakes in order to continuously improve.
Our standard for check in process is maximum 10 minutes and we apologize that the process took longer than it should have been, especially that your arrival was late at night and you must have been tired after the long flight. It indeed rained unusually heavy on that evening, but it certainly should not have caused any leaks to the room through our thatched roof. The roof has been fixed the next day, but this should not have happened on the first place. Our commitment to use al natural materials in line with Balinese architectural style, does sometimes result in maintenance issues. On behalf of the entire team, I sincerely apologize that your check in process, until you were well settled in to the room, was not as smooth as it should have been. I hope that after you settled in, you had a good sleep that night and a relaxing day on the next day, before your further trip to Ubud.
We thank you for your frank and honest feedback. I assure you that the guest experience is paramount and influences all aspects of decisions we make for the benefit of future guests. I am sorry that we have let you down.
Thank you for staying at The Oberoi, Bali. If your travel plans bring you back to The Oberoi, Bali, please do let me know. I would be delighted to offer you my personal services and attention with your arrangements.
Sincerely,
John W. Halpin
General Manager
Email : john.halpin@oberoihotels.com