Dear Valued Guest,
Thank you for taking the time to share your feedback, and we sincerely apologize that your recent experience did not meet your expectations. We truly value your thoughts, especially as a returning guest, and we understand how important it is to feel welcomed and well taken care of during your stay.
We are sorry to hear that the welcome experience didn’t meet the high standard you had previously enjoyed. We strive to provide a warm and memorable arrival for every guest, and we will certainly take your feedback into consideration to improve this aspect for our future guests.
We regret that you had issues with the cleanliness of the in-ocean villas. The presence of flies and fruit flies is certainly not typical, and we apologize for the inconvenience it caused. We take cleanliness very seriously, and we understand how frustrating this can be, especially when switching rooms didn’t resolve the issue.
Furthermore, we apologize that there were lapses in our housekeeping service, especially when it came to privacy and cleaning standards. We are committed to providing a respectful and professional experience for all our guests, and I can assure you this is being taken seriously. I will personally follow up with the team to reinforce our standards of care, and I’m glad you had a positive interaction with Khalid in the beach villa.
Regarding the replenishment of toiletries, please accept our apologies if the process did not meet your expectations. We do strive to balance eco-friendly practices with guest needs, and we’ll review our procedures to make sure that our guests are informed about our offerings and can request anything they need during their stay.
On a positive note, we are delighted to hear that you and your family enjoyed the beautiful scenery. We truly appreciate your kind words about Appa, and we will certainly pass on your compliments to him. His warm, friendly service and wit make him a beloved part of our team!
Thank you again for your honest feedback. While we deeply regret that this visit didn’t meet your previous experience, we hope you’ll consider giving us another chance in the future. We are committed to improving and making sure that every guest leaves with the same positive impression that you had on your first visit.
Best regards,
Ahmed Zahir
General Manager