Dear Vanquishboss,
Thank you for taking the time to provide us with feedback of your recent stay with us over the weekend.
It is our intentions to ensure that all of our guests leave the hotel having had a great stay with us and I apologise that this hasn’t been this case on this occasion.
Over the weekend, our hotel was hosting 2 weddings, and we do always strive to ensure that none of our guests are disturbed. Unfortunately this isn’t always the case due to the location of our wedding facilities being close to some of our guest rooms.
Upon arrival all of our guests were informed of some potential noise from the weddings and were asked of their plans so we could best allocate rooms based on our guests needs.
Unfortunately with the time you arrived at the hotel we had very limited rooms available to check in to as the hotel was fully booked. I really do apologise that we were unable to provide you quiet enough rooms and that this impacted upon your stay.
Our reception team explained that unfortunately we could only allocate you in proximity to the wedding on the first night, however we did explain that we would find you 2 rooms to move to on the 2nd night so that you would not be disturbed.
On Saturday, my colleague informed you and your family that we had 2 highly upgraded rooms available which would be on the opposite side of the hotel so that you would not be disturbed. These rooms both came with complimentary access to our spa facilities, however when these were offered to you, you did refuse to accept these.
I will pass on your feedback to our front of house team to ensure our levels of service moving forward are up to our usual high standards.
Regarding your comments about our breakfast service and general cleanliness, I will pass your comments to our housekeeping team and restaurant manager to ensure that this is looked into and improved.
Kind Regards,
John Costello
Guest Services Executive
gse@doubletreeliverpool.com