Dear Sarah, Thank you for taking the time to share your feedback. We’re delighted to hear that our front desk team made a positive impression and that you found the room clean and comfortable overall. However, I sincerely apologize for the condition of your bathroom upon arrival. That is certainly not the standard we aim to uphold, and your comments have been shared with our housekeeping leadership team to ensure it’s addressed immediately.We appreciate your understanding and the opportunity to improve. We hope you’ll consider giving us another chance to provide you with a seamless and refreshed experience on your next visit to Norfolk.
Dear Breno, Thank you for sharing your experience with us. We sincerely apologize for the mix-up with your room type and the confusion regarding breakfast. We understand how disappointing it must have been not to receive the accommodations you expected, especially when traveling with family. While we’re glad to hear our team provided great service, we regret that the overall experience fell short of your expectations.Your feedback has been shared with our front desk and management teams to ensure better accuracy with room assignments and clearer communication about breakfast inclusions. We appreciate your kind words about our staff and hope you’ll consider giving us another opportunity to provide a smoother and more enjoyable stay.
Dear Danielle, Thank you for taking the time to share your feedback. We sincerely apologize for the condition of your guest room and the concerns you experienced with the billing process. The issues you described regarding the shower curtain and bathroom cleanliness do not reflect the standards we strive to maintain, and we are addressing this directly with our housekeeping leadership team to ensure corrective measures are in place.Regarding the advance charge, we understand how concerning that must have been. While certain peak-demand weekends may require earlier authorization to secure reservations, it should always be communicated clearly in advance. We regret any confusion this may have caused and are reviewing our procedures to ensure transparency and consistency for all guests moving forward.We appreciate you bringing these matters to our attention and assure you that your comments are being taken seriously. We hope you’ll allow us the opportunity to restore your confidence in our property on a future visit.