Dear Nicola,
thank you for your positive feedback i will off course pass on your kind words to Jay, Who is indeed a valueable member of our team.
Look forward to welcoming you next time your in Leicester.
All the best

Regards
Arif Malik

Dear Saad I am extremely alarmed by your statement regarding our reception staff, we take these situations very seriously indeed. Hence the time taken in responding to your feedback as I wanted to investigate the matter thoroughly.

Regarding your comment on being made to wait 20 minutes upon check in. At this time there was only one receptionist on duty“ Jay”who was in the middle of helping another guest in the car park area as they were having difficulty parking. He did make you aware of this, as he did not want to keep you waiting without any explanation. It is unfortunate that you had to wait until a member of staff was available but it was not intentional.

Regarding the damage deposit of £150 which is company policy and has been for the past 2 years now. I have double checked Booking.com and other 3rd party booking websites to ensure this is mentioned and is clearly visible on their platforms. Perhaps you may have overlooked this section when making the booking.
The deposit deduction for unauthorised late check out is also company policy. I appreciate that you checked out at 12:15pm however the 2nd set of keys were not actually handed back until 4:55pm and check in is from 3pm onwards. Now for safety reasons we can not give that room out to a new guest if the previous guest still has a set of keys to that room in their possession. Hence the new guest was made to wait until we had both sets of keys in our possession.

Regarding the reception staff comments “ he said it does not matter to us. you are just one of our customers???!!!! “ I have spoken to him regarding this and he assures me he did not mean this in an arrogant or belittling way. He simply meant it as, you are a customer and are entitled to leave your honest review and thoughts on Tripadvisor. We are sorry if you took offense in the way this was put to you.

The reception staff did look for the shirt whilst on the phone to your wife but could not find it. The head of house keeping has also been in the apartment during and after the clean but has also not been able to find the shirt. If it does turn up we will off course mail it back to you.

I am sorry that you believe the receptionist was there to ruin your guest experience at UR STAY. We take great deal of time and effort in selecting staff to work with us at all our branches and continuously look to train and develop staff members so they can consistently deliver a great experience to all of our guests. As you can see by previous reviews many guest do mention Jay by name and thank him for delivering a top notch service.

However I am thank full for your comments and will look into how we as a team can improve guest customer relations to ensure not even one guest leaves dissatisfied with our service.

Arif Malik
Director of Business and Marketing