Dear Voyage595913,
Thank you for taking the time to share your detailed feedback on your recent stay at the Esplanade Hotel. While we are pleased that you found our location convenient and appreciated the service from our front bar and concierge team, we are truly sorry to hear about the various issues you encountered with your room, check-in experience, and overall service.
We sincerely apologise for the inconveniences you faced with the room’s condition, specifically the mattress comfort and soundproofing, as well as the delayed check-in process. We understand how frustrating it must have been, especially given your schedule and need for a timely airport transfer. Your experience with the taxi arrangement is not reflective of our usual standards, and we are grateful that our new team member was able to assist you during that stressful moment. We will certainly recognise him for his exceptional customer service.
Please know that we take all feedback seriously, and your comments will be passed along to both our management team and housekeeping department. We are continuously working on improving our facilities and services, and your observations about the room conditions and service levels will help us address these areas in need of attention.
We hope that you might consider giving us another opportunity to provide you with the high-quality experience that you should expect from the Esplanade Hotel.
Sincerely,
Esplanade Front Office Team