Recensioni su Onomo Hotel Durban

Risposta dalla struttura: Dear NilsuGaia, Thank you for sharing your feedback. We appreciate your positive comments about the comfortable rooms, nice courtyard, barbecue dinner option, and friendly employees. We understand that our location may not be ideal for those looking for nearby attractions, but we're glad to hear that our hotel serves as a convenient option for transit passengers. We take note of your feedback and will continue to strive to provide a pleasant experience for all our guests. If there's anything else we can do to improve your stay or if you have any further comments, please feel free to let us know. We value your input. Kind Regards, Franco Seaman

Risposta dalla struttura: Dear David, Thank you for taking my call. We sincerely apologize for the multiple issues you encountered during your recent stay at our hotel. Your feedback is extremely important to us, and we are disappointed to hear that we fell short of your expectations. The problems you mentioned, such as the room not being made up on arrival, a broken phone that was not resolved, and the condition of the suite with dirty curtains, stained furniture, and damaged fittings, are completely unacceptable. We deeply regret the inconvenience and discomfort caused by these issues. We understand that these incidents greatly affected your experience with us, and we take full responsibility for not meeting the high standards we strive to uphold. The safety concerns you raised regarding the broken window and safety catches are alarming, and we are truly sorry for the lack of attention to this crucial aspect. We assure you that we will immediately address these safety issues to ensure the well-being and security of our guests. We also apologize for the noise disturbance you experienced during your stay. Our team is committed to maintaining a peaceful environment, and we will investigate the source of the noise and take appropriate measures to prevent any recurrence. Regarding the hotel staff, we deeply regret that they did not provide the level of service and reliability that we expect from our team. This is not reflective of our usual standards, and we will conduct additional training and provide support to ensure that all our staff members are well-trained and consistently deliver the level of service our guests deserve. We are truly sorry for the failure of our airport transfer service and the unacceptable alternative that was initially offered to you. This is not indicative of the service we aim to provide, and we will thoroughly review our processes to prevent such incidents from happening in the future. We understand that your experience has left you dissatisfied with our hotel, and we sincerely apologize for the negative impression it has made. We value your feedback as an opportunity for improvement, and we assure you that we will take immediate action to rectify the issues you have highlighted. We appreciate your patience and understanding, and we genuinely hope that you will give us another chance to provide you with a true reflection of the high standards and exceptional service that we pride ourselves on. If you decide to give us another opportunity, please contact us directly, and we will ensure that your future stay is both comfortable and enjoyable. Thank you for bringing these matters to our attention, and once again, please accept our sincerest apologies for the inconveniences you experienced. We remain committed to continuously improving our services and ensuring that all our guests have a positive and memorable stay. Please contact me as we have discussed in the near future. Regards, Franco Seaman - General Manager