Thank you for your feedback about your experiences at our hotel, which will help us to improve our services. We value the support and feedback of our guests very much, especially when it comes from our local patrons as you are.
We apologize sincerely should you have the feeling that we wouldn't action upon your feedback and I can assure you that we have investigated your feedback thoroughly.
As a valued member of a local credit card you are entitled to the complimentary use of our facilities including the Club Lounge and the Health Club.
When you made the reservation for the Club Lounge you mentioned 6pm as your arrival time. At 6pm our evening buffet and complimentary drinks are still all available. Unfortunately you only arrived at 7:40pm which was shortly after the closing of the buffet at 7:30pm. While the food items had been removed already we still provided the complimentary drinks. If we would have known about your actual arrival time we would have certainly informed you at time of reservation that the buffet will be closed by then.
We have also investigated with our Health Club team to ensure that the usual procedures are being followed that the steam rooms are only being shut down 5min before the closing of the Club and only if no more guests are working out. Please accept our sincere apology if the team has not being following these guidelines during your visit and rest assured that we have addressed it accordingly.
We do perform regular trainings to ensure a consistent high level of guest service and your valuable feedback will help us to refocus on areas you addressed.
With kind regards