Response from Connor:
Thank you for your feedback of your stay with us. To begin with, I am sorry to hear that our facilities did not meet your expectations. I can assure you that we take each and every feedback extremely seriously and address the same with great sincerity.
I take the liberty to address some of the issues you have highlighted, for clarification and for the benefit of potential guests reading this review.
Regarding your comments about having to wait three hours, we do apologize that there was a delay. We do our best to be flexible and attend to our guests as soon as they arrive, however, please understand that this is a private and independent unit in the building without front desk, thereby we can not be on the spot within minutes, especially if a guest has opted not to specify an exact arrival time. Anyhow, we do appreciate your feedback and will look at opportunities to improve the communication for late evening arrivals during the weekends. We kindly advise all guests to notify in advance of the exact arrival time.
We do apologize that the cleanness of the room did not meet your standards. Next time, please let us know your complaint while you are still staying with us, so we have a chance to rectify the situation immediately and ensure your full satisfaction. I have taken your feedback back to our maid, to improve the quality of cleanliness for future guests.
We have not received similar concerns about safeness. Hong Kong, especially Central, where this place is located, is safe for anyone, at all times of the day and night, with no need to worry about personal safety.
I wish you had taken some of your valuable time to give us this feedback during the stay, which I am sure would have allowed us to take some immediate service recovery actions, or offer you an alternative accommodation, to make your stay enjoyable and comfortable.