Dear Mr. Huston,
My manager passed me your review and I take it upon me to respond to you personally.
First of all thank you for staying with us and being upfront with your comments.
Indeed we are expanding with a new building and an additional (whirl)pool in order to keep up with the popularity of the hotel and hostel.
We try / tried to keep the renovation inconvenience to a minimum, but we acknowledge that it cannot go unnoticed.
I apologize that The Ritz appeared to you a ‘messy’, that was certainly not our intention and I will keep better track of what is happening around the rooms.
As for your room.
You are absolutely right. You were the first guest to sleep in that room, but that room should not have been released (yet) to guests as it was/is simply not ready. I have taken it out and returned it to maintenance.
Now I realize that my apology can no longer take away your disappointed experience but I am going to try anyway.
You stayed only 2 nights at The Ritz, but even so I want you to be happy.
I would like to you come back to The Ritz and stay for free with us up to 5 night.
There is no expiration to my offer; you are welcome any time in the future.
Again I am truly sorry for your experience and I sincerely hope we can make it up to you.