Dear Valued guests,
May I take this opportunity to thank you for the message you have raised to my attention on this review regarding your unpleasant experienced upon checked-in. I unreservedly apologize for the confusion of the accommodations reservation period, and the inconvenience caused. As the associate who assist you upon your arrival should have been offering you the assistance to cancel your previous accommodations reservation by required the confirmation code together with your email address and assisted you, and for the room assignment the associate should recheck your preference, should the non-smoking room with king size bed not available the explanation should have been provided together with an alternative for your consideration prior to assign you the room.
By no mean this is an excuse for any of the events but it has highlighted the need for us to review our training and coaching for the associates as this is absolutely not our common practice of servicing our valued customers. However, please rest assured that this is not indicative of our level of service and we apologize profusely for the inconveniences caused to you. Our department heads concerned will address all points mentioned and we will do our best to ensure that situation like these do not reoccur.
Once again, thank you for your kind feedback and comments as it is communication such as this that will help us to improve our services to strive for the highest level of service excellence. We sincerely hope that this experience will not tarnish your impression with us so that we will have an opportunity to serve you again as well as remedy the poor impression created. Thank you very much for your kind attention and understanding.