Thank you for taking the time to review your stay with us. We are so glad you enjoyed your Easter break and we hope to host you again for your next visit to Harrogate.
Dear Mr and Mrs Malcolm, I hope this message finds you well. I wanted to personally reach out to express our sincerest apologies for the inconvenience and frustration you experienced during your recent stay at Harrogate Lifestyle Apartments. Your feedback on our service is immensely valuable to us, and we deeply regret any shortcomings that marred your experience. Upon reviewing the details of your stay, we understand that there was a delay in your check-in process, and for this, we extend our heartfelt apologies. We deeply regret any inconvenience caused by the oversight regarding the change in apartment number and the failure to provide you with the updated arrival details. This falls well below the standard of service we strive to uphold, especially considering your loyalty as returning guests. Please accept our heartfelt apologies for this lapse in our usual standards. This 45 minute delay in attending to your arrival falls short of the high standards of service we strive to provide to each of our valued guests. Whilst we appreciate you have stayed a handful of other times, we see hundreds of guests each month since our opening in 2017 and there was no comments made by yourself at the time of booking through our website that you would not be able to manage stairs so we did not know the Executive 1 Bedroom apartment we had allocated for you would not be suitable. As a gesture of apology for the delay in your check-in, we upgraded your accommodation to our largest available apartment. This was our attempt to make amends for any inconvenience caused and to ensure that the rest of your stay was as comfortable and enjoyable as possible. However, it is clear from your feedback that this gesture did not fully compensate for the initial inconvenience, and for that, we are truly sorry. We understand how important it is for our guests to feel welcomed and valued from the moment they arrive, and we deeply regret any disappointment you experienced as a result of this oversight. Regarding the difficulty reaching us by phone, as you know our team is indeed small, consisting of just three dedicated individuals who strive to provide exceptional service to each of our guests. While we endeavor to react as quickly as possible to all guest inquiries and requests, there are occasions when our capacity is stretched, and for this, we sincerely apologize for any frustration this may have caused. Our team is committed to providing prompt and attentive service to all our guests, and it deeply saddens us to hear that we fell short of this commitment during the point of arrival on this stay. We understand the importance of being accessible to our guests at all times, and we are genuinely sorry for any inconvenience caused by our delayed response whilst attending to another guests needs. Please know that we take your feedback seriously, and we are committed to taking the necessary steps to prevent similar incidents from occurring in the future. We will be rev