Thank you for taking the time to write a detailed review about your stay at the Ranee. In principle, we do not accept children below 12 years of age but it was New Year’s Eve, many guests including some children , were excited about the Countdown, the Fireworks display and other activities, as well as the Official Government Launch of Visit Sarawak Year 2019. All happening at the waterfront, in front of our hotel. As a result, the main road leading to the hotel was closed but the tour driver who picked you at the airport had an official pass to enter; I guess the crowds had made your journey to the hotel longer than it should have been. Our bar and restaurant close at 10pm daily. Our Front Office staff had made every effort to try to accommodate your requests after this time. Your booking was for a Suite on the attic floor. There are only 2 Suites on this level, accessible only by a private staircase. It is not possible for kids to be outside your room as claimed. At breakfast the next morning, both yourself and your husband were not happy citing that there were kids running around. On checking our cctv, no kids were seen running around. When the Front Office called our Hotel Manager, she made an effort to come all the way to the hotel to settle your case although it was a Public Holiday and her Day Off. You insisted on a written letter from her for the full refund of your stay which was prepaid to a third party. For your information, the third party that you booked through has a 24-hour customer servicing call centre. For us, we deal with the office of this third party which was closed on January 1, 2019 being a universal Public Holiday. We apologise for the bad experience that you had at our hotel and for any shortcoming that we may have. We wish both of you all the Best for 2019 and hope that you will have peaceful hotel stays in the

Hi Martha, Thank you for staying with us! :-) We are really happy that you had a great time here. We look forward to welcoming you back soon! Kind Regards, Ann Hotel Manager