Thank you for taking the time to review your stay with us and for mentioning your positive experience with us in the past and the overall high quality of the accommodation and facilities at The Lovely Kensington Hideaway. We apologize for things not going as planned for you and our resolution of your issues taking a few hours longer than usual at a time when you were tired after your long flight. In this case we didn’t live up to the high standards we set for ourselves and our guests.
In response to your feedback we have made some changes to avoid these type of slip ups at our properties in the future:
1) we have made some personnel changes in our guest relations team;
2) we have changed some internal processes to reduce the risk that when occasional problems do happen, our team can get the right members of our support teams to you quickly to resolve the issues, and ;
3) this flat now has a very comprehensive guide to support our guests and help them enjoy their stay.
We hope the last experience has not deterred you from using City Relay’s services again: in the past you experienced the great properties and service that we normally provide to our guests and we are still committed to delivering and improving on this even further. On that note, we hope to have the pleasure of welcoming you back in the near future.