Dear Heather R.,
First, thank you so much for your feedback on your stay last week. I want to sincerely apologize to you for your experience. This is not our standard of excellence whatsoever. I am so sorry that after the lobby- you did not feel comfortable in our hotel in any aspect. I am also sorry that your air conditioner in your room did not work. I have talked with our Maintenance department to reinforce how important it is that they make sure the air conditioner is in good, working order when they do a daily check of all rooms.
I am also sorry that breakfast was not to your satisfaction, other than the cereal. We have prided ourselves on our expanded, hot breakfast so it is very disappointing that you were not happy. Are you able to talk more on the phone? I understand that you do not want to return. I am definitely open to talking more about your stay and how we can improve. Thank you again for taking the time to provide a review on your stay.
Dear steve y,
Thank you so much for your great review on our hotel! I am so glad that our Front Desk staff provided superb guest service. This is what we aim for daily! I am also glad that you enjoyed our evening Manager's Reception. Our beds are new (within the past two years) so that makes me so happy that you had an awesome night's rest. Thank you for recommending us!