Dear May,
Thank you very much for taking the time to share your valuable feedback with us. I regret to hear that your stay was not up to your expectation. As much as we would love to have you and your beloved one spend more time with us for your special occasion, we also thank you for your understanding that the check in request may not be as flexible as this benefit is subject to on-day hotel situation, yet due to the festive seasons, the hotel was running a very high occupancy the night before your stay. I understand that our Assistant Front Office Manager, Grace, has already reached out to you personally regarding your experience, yet please allow me to extend my apologies once again for the inconvenience and ill-feeling caused during your stay. Thank you again for sharing you experiences with us, and we hope to better your experience if we get the opportunity to have you stay with us again.
Yours Sincerely,
Susana Fork
Director of Rooms
Email: dor@hotel-icon.com