I am writing to express my disappointment and frustration regarding the recent stay of my clients at your property. As a travel planner, it is my responsibility to ensure that my clients have a memorable and enjoyable experience, but unfortunately, that was not the case during their stay at your hotel.
My clients booked three rooms, including two deluxe rooms and a suite tower room, for a total of six guests. They were excited to have a great experience in the area and were initially impressed by the hotel's location, property, and amenities. However, their overall satisfaction was greatly marred by the lack of adequate service.
One of the main issues my clients encountered was the absence of housekeeping throughout their stay and guest service. They reported that there was no towel replacement, no trash removal, and no changing of linens. I personally contacted the hotel multiple times to address this issue and assist my clients, but unfortunately, it seemed that the hotel did not prioritize resolving the matter or satisfying the guests. This lack of attention to customer service is unacceptable, particularly considering the price point of the hotel and the way it positions itself as a leading "resort and spa destination."
Furthermore, I must highlight that the hotel's website does not adequately communicate the absence of these services. Guests should be made aware of the limitations and expectations regarding housekeeping, especially considering the high standards the hotel claims to uphold.
I regret to inform you that based on my clients' experience and the lack of responsiveness from the hotel staff, I can no longer recommend your property to future clients. It is disheartening to see such a discrepancy between the promises made and the actual level of service provided. I believe it is essential for the hotel management to address these issues promptly and take appropriate measures to ensure a satisfactory experience for all guests.
I sincerely hope that you will take this feedback into consideration and work towards improving the service quality at your property. Thank you for your attention to this matter