We acknowledged receipt of your email dated August 4, 2011 to our CEO, Datin Mavis Azman expressing your dissatisfaction on your booking of stay at Holiday Villa London on 8 July 2011. Datin Mavis is currently on an overses trip and I am obliged to respond to your email on her behalf.
Our findings concluded that our Duty Manager, Ms A* who attended to you had discharged her duties in accordance with the hotel's standard policy and room booking procedure. The hotel had honoured your request for the allocation of the room for 2 adults and 2 children which you had booked through your agent. All children under 12 years are charged for extra beds while children under 2 years stay free of charge for cots. In any hotel operation , it is commonly understood that a cot that you had requested is a baby crib and it is meant for infants only. (emphasis mine) Your children were aged 9 and 12 years.
Ms A* is a long serving staff of the hotel and thoughout her tenure the hotel has often received compliments from local and foreign guests for her warm services that she renders . We acknowledged on Ms A*'s efforts to search for a suite for your family's stay in resolving the misunderstanding that had occured . It is unfortunate that you had declined to accept the extra charge levied to you for upgrade to your requirements .
We find that the the hotel had not done any injustice to you within the law to justify your claim for a refund.
Hence, in compliance with our hotel's policy, we regret to advise that we are not able to accommodate your request for a full refund.We sincerely apologise for all the inconvenience caused and hope that you accept our clarification in good faith.
We will also take the necessary actions should you decide to pursue other actions upon us.
Thank you and regards.
Yours sincerely
K*D*
Director- Business Development & Special Projects
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