Kia Ora Kimberleyr706,
Thank you for staying with us and for taking the time to share your feedback. I am sorry to hear that we didn’t meet your expectations on this occasion.
Our rooms on level 7 are larger compared to the ones on the other floors as those were added to our inventory at a later stage hence why the hotel lift doesn’t operate to that floor however, we always offer our utmost care and assistance to our guests to help them with their luggage. When we allocate our guests to that floor, we consider this as a complimentary upgrade due to the spaciousness of the rooms. Because we were fully-booked on the first 2 nights of your stay, we weren’t able to assist you further. I am certain we could have made alternative arrangements to move you to a different floor if we were aware that you are not happy on level 7.
Regarding the quality of the internet, I am sorry to hear that you had difficulty connecting as we had no record of other rooms reporting a fault or any difficulty connecting to the internet on those days. However, we note that this was escalated to our service provider whose investigation resulted with no findings on the connection and we note that connection to the internet was obtained at a later stage which we believe it might have been due to the device. We have also offered you Mobile Hot Spot however this was declined.
Due to Covid-19 restrictions, our restaurant operation has been temporarily put on hold however we are aiming to resume this service in the near future.
While we believe that star rating you have provided was something we felt too harsh, as a gesture of goodwill, we have provided you with a discount on your accommodation as well as we waived off the late check out fee as a form of compensation which was accepted by you.
Once again, thank you for your feedback as we strive to achieve the best guest services and aim to provide outstanding experience for all guests.
Regards,
Zyrille Manzano
Front Office Manager
