Recensioni su Richmonde Hotel Ortigas

Risposta dalla struttura: Dear Guest,We greatly appreciate the time you took to bring your concerns to our attention. Although we would have liked to have given you a more positive experience, we are thankful for this opportunity to apologize for the inconveniences you encountered, improve our services, and clarify with you some misunderstandings.As a standard procedure and as in most hotels, when a guest checks out, our Front Desk Agent alerts our Room Attendant to inspect the guest’s room to see if everything is in order and none of the guest’s personal items have been left behind. Usually, they do just a quick survey of the room, specifically the bathroom, kitchenette/refrigerator, safety deposit box, and easily visible areas without conducting an actual thorough search so guests don’t have to wait long. During your check-out, our Room Attendant saw only the leftover food which he reported to the Front Desk. He then returned to the other room he was cleaning without combing through the room or stripping the bed.When our Front Desk Manager received your call regarding the phone you left in the room, he proceeded immediately to the room together with our Security Officer to look for it. They eventually found your phone on the bed under the duvet. The hotel management likewise conducted its own investigation regarding this incident upon receiving your allegations and we assure you that there was no malicious intention on our Room Attendant’s part as he truly did not see your phone. With regard to the behavior you observed from our Parking guard and Front Desk Receptionist, we have called the attention of all our frontliners to be attentive, courteous, and helpful to guests at all times. Although they are often commended for their warmth, friendliness, and efficiency, there may be instances where they miss the mark. Thus, we shall continuously remind them of the quality of service expected of them and their role in providing delightful guest experiences.Once again, we offer our sincerest apologies for the unfortunate incidents which marred your impression of our hotel. Hopefully, we will be able to welcome you back in the future with a more satisfying stay should you decide to give us another chance.Thank you.

Risposta dalla struttura: Dear Ms. Nikka,On behalf of the hotel management and staff, I would like to extend my sincerest apologies for all the concerns you mentioned pertaining to your recent stay with us. We thank you for bringing these matters to our attention. Please know that these are definitely not in accordance with our standards, thus, we appreciate this chance to implement changes and improvements to ensure that incidents similar to what you experienced will not happen again.Regarding the difficulty you had in using your key card to access the elevator and open your room, had we known you were having problems with it, we could have provided you with another set as there are times when reprogramming the key solves this issue.Our hotel staff have always been known to be warm, helpful, and friendly to all our guests. Moreover, our hotel does not tolerate any form or act of discrimination, be it against our guests, our employees, or business partners. Thus, we deeply regret if at any point during your stay you felt you weren’t treated with the respect and attention you deserve by our staff. Rest assured that we have coached our frontliners to be more attentive to our guests and to ensure that they provide all guests with the same high-quality service always.We completely understand your disappointment and frustration regarding your unanswered call to our Front Desk. Since such disregard is considered a grave violation of our standard safety protocols, we will deal with the persons responsible for this internally and we will be retraining our Front Office staff on the proper procedures when handling emergencies, including the answering of calls from the emergency hotline.Although this particular stay has likely marred your impression of our hotel, we hope to have the opportunity to serve you again and show you our commitment to continuously improve our services and provide only delightful and memorable experiences to you and all our guests.Sincerely,JOROLD C. MONTELIBANOGeneral Manager