"This is a very nice hotel. We thought the rooms were spacious enough and the amenities are excellent. Its location is also very convenient for tourists.
Unfortunately, we had an incident with an oversight from the housekeeping staff and we reported that to the front desk reception. It created unnecessary inconvenience.
The probelm was resolved within 36 hours , it was a tight schedule as we were only staying 3 nights.
In the end, we were satisfied with the resolution.
I want to re-interate that this is an error from the housekeeping staff who seemed to have an oversight to follow the hotel poicy which was clearly printed on the card in the room.
I do want to have a shout out to the front desk staff who took care of our complaint, I think her name is Amy, who handled the incident calmly and respectfully. She was extremely professional under the circumstance and had kept us informed on the progress of our complaint.
I want to take this opportunity to acknowlege the outstanding staff who handled a very difficult situation (error was not from any front desk/reception staff).
As the matter was resolved in a timely and professional manner, I would not hesitate to stay here again and I would recommend it to others.
The customer service at the front desk/reception was excellent. That is very important and does confirm the level of customer service expected."
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