My recent article regarding our experience at Hotel H2O generated several responses from the management at the hotel. After several conversations with the management, I received an apology, but more importantly, an acknowledgment that the hotel had a problem with staff training that was serious in nature.
I will state the following: The conversation I had has satisfied the problem I had with the hotel. They understand that it was not necessarily the original problem that was the issue, but rather the lack of even admitting there was a problem or addressing a concern from a paying customer. To that end, revisions to their training of staff were made, and they investigated the original complaint regarding security by reviewing their camera footage to determine what happened. I was assured that changes to security have been made.
After the discussion, I offered to post an article with Hotel H2O’s response. The following letter is unedited by me, except to redact my boss’ name (Since I never mentioned that online).
It was not my intention to drag them through the mud or anything like that. It was a result of frustration and embarrassment, and I am satisfied with the hotel’s response. I think that it is only fair to give them the opportunity to respond.
Dear Mr. Miele ，
Warm greetings from the bay!
First and foremost, our apologies for not being able to get back to you on the comments and concerns you raised through your blog site as we need to get more information in what transpired. These information and comments are very vital for us to investigate and Improve our servlces. We have taken note of the items that you pointed out for us to address. We have identified the staff concerned and proper action have been taken to avoid similar incident in the future. We regret for the inconvenience that these incidents brought to you and to Mr. ********.
We would like to assure you that what happened is not standard of our service thus, for your future transaction and/or visit rest assured that it will be handled professionally and efficiently. We look forward to meet you in the future in the hope that you will give us opportunity to be service to you once again.