Dear Princess A, Warmest Greetings from The Wembley – A St Giles Hotel, Penang. Thank you for choosing The Wembley as your preferred choice of accommodation whilst in Penang. In regards to your previous stay with us, we sincerely apologize for the inconvenience caused to you due to our services and housekeeping does not meet your expectations. We have taken note of your feedback and rest assured that your feedback was already highlighted to the relevant department head to ensure corrective measures will be taken accordingly. It is my fervent hope that you will not allow this experience to mar your impression of us. Besides, we are glad to have met your expectations with our breakfast provided during your stay. Your positive feedback is highly appreciated for us, as we strive to improve with each and every stay of our guests. We hope you will allow us another opportunity to serve you better in the near future. Thank you once again and we hope to see you soon.