Dear Neil J,

Thank you so much for taking the time to post a review of your experience in our hotel. We are delighted that you enjoyed your visit to the Observatory Bar. Thank you for your kind feedback We hope to welcome you back again soon.

Kind regards
Jake

Dear Rachel M,

Thank you so much for taking the time to post a review of your experience in our hotel.

I am very sorry that some aspects of your stay were so disappointing. You should most definitely have had napkins and complimentary olives served with your drinks, this is a minimum brand standard and I will be sharing your feedback with our F&B Team.

I am also sorry that the breakfast tables had not been cleared and cleaned in a timely manner. This is disappointing and I will also raise this at our team meeting this week.

Rest assured I take on board all of the issues you have highlighted and they will be a much considered part in helping us achieve the high standards our valued guests deserve.

Thank you again for your time and feedback.

Kind regards
Jake

Dear Jade M,

Good afternoon and thank you for taking the time to review your experience in our hotel.

I am very sorry that your visit to the Observatory was so disappointing. Please accept my sincere apologies for the poor service on this occasion. There is never an excuse for this and I will be sharing your feedback at our F&B team meeting.

I can assure you that despite your poor experience we are continually working to drive change and improvement by investing in and training our people.

I hope that you will give us another opportunity to deliver a much better experience in the future.

Kind regards
Jake