Thank you for taking the time to provide your feedback to us, we take feedback seriously in order to continually improve the guest experience.
I understand your dissatisfaction was based mainly around our communication specifically at the time of key collection and again upon checkout. I was glad to hear in our discussion that for the most part all else was in good order.
Regarding the key collection process we communicated this via email on two occasions to the email address supplied and based on your experience we are reviewing whether adding a text message to the process could help reduce any confusion.
Regarding the check-out it was disappointing we were unable to extend your stay even further as this could have removed the requirement to vacate the apartment at the standard checkout time. We do acknowledge that communication can always be improved for an overall better experience.
Your feedback contrasts to 90 per cent of our past guest feedback, where we consistently rate a 9 or 10 out of 10. Our aim is to achieve these ratings on all occasions and with 100 properties under management and over a decade in managing guest stays, I can assure you we take the guest experience very seriously.
Your feedback will form part of our ongoing training and development as we continue to strive for outstanding guest stays on all occasions. We wish you all the very best with your future travels and invite you to further discussions should this be useful to you.
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