酒店回复: Thank you for taking the time to share your feedback. I’m sorry to hear that your experience in one of our casitas did not meet your expectations. We understand how frustrating it can be to deal with delayed hot water and a lukewarm hot tub—both are issues we are actively reviewing with our maintenance team.While I’m glad to hear you found the bed comfortable, I regret that it wasn’t enough to make your overall stay a positive one. Your comments about the condition of the casita have been noted, and we recognize the need for updates in that area of the property.Thank you again for your honest review. I’m sorry we won’t have the opportunity to welcome you back, but your feedback is valuable and will help guide improvements moving forward.Warm regards,Claudett HopkinsGeneral Manager

酒店回复: I want to sincerely apologize for the experience you described. The condition and cleanliness of your room—especially the mention of bed bugs—is deeply concerning and not reflective of the standards we are committed to maintaining.Please know that we take reports like this extremely seriously. Our pest control service has been notified immediately, and a full inspection of the room and surrounding areas is already underway.We understand how upsetting this must have been, and I would appreciate the opportunity to speak with you directly so we can learn more and make this right. If you're willing, please contact me at the hotel at your earliest convenience.Thank you for bringing this to our attention. Your feedback is essential to holding ourselves accountable and taking immediate corrective action.Sincerely,Claudett HopkinsGeneral Manager

酒店回复: Thank you for taking the time to share your feedback. I'm very sorry to hear that your experience did not meet expectations. A room smelling of cigarette smoke, spotty Wi-Fi, noise disturbances, and cleanliness issues — particularly with the hallway carpet — are all concerns we take very seriously.We strive to provide a clean, comfortable, and welcoming environment for all our guests, and it’s clear we fell short during your stay. I’ve shared your comments with our housekeeping and maintenance teams so we can address these issues directly and promptly.While we do not offer complimentary breakfast, we understand that this may be disappointing for some guests and will keep your feedback in mind as we review our services and amenities.Thank you again for bringing these matters to our attention. We hope you’ll give us another opportunity in the future to provide you with a significantly better experience.Warm regards,Claudett Shepherd-HopkinsGeneral Manager

酒店回复: Thank you for taking the time to share your feedback. I’m very sorry to hear about your experience and especially concerned to learn about the issue with your sheets.After reviewing our records, I did not find any notes or reports regarding this concern during your stay. Please know that had it been properly documented, we would have taken immediate action to address it and ensure your comfort.Regardless, I want to extend my sincere apologies for the inconvenience and disappointment you experienced. This is not the standard we hold ourselves to, and I’ve followed up with the front desk and housekeeping teams to reinforce the importance of both cleanliness and proper communication.We hope you might consider giving us another opportunity in the future to provide the level of care and service that reflects our true standards.Warm regards,Claudett Shepherd HopkinsGeneral Manager

酒店回复: Thank you for taking the time to share your experience. I’m Claudett Shepherd Hopkins, General Manager, and I want to sincerely apologize for the issues you encountered during your stay—particularly the presence of cockroaches, a clogged bath area, and a leaking drain. These conditions are completely unacceptable and not reflective of the standards we strive to uphold.I understand you’re still seeking resolution, and I truly regret any delay or frustration this has caused. I would appreciate the opportunity to review your stay in detail and personally follow up regarding your refund request. Please reach out to me directly.Your feedback has already been shared with our housekeeping and maintenance teams, and we are taking corrective action to ensure these issues do not occur again.Thank you again for bringing this to our attention, and I hope we can regain your trust.Sincerely,Claudett Shepherd HopkinsGeneral Manager

酒店回复: Thank you for your recent review and for rating your stay an 8 out of 10. I’m truly sorry to hear that the room had an unpleasant odor — that is certainly not the standard we strive to uphold.Your feedback is important, and I’ve asked our housekeeping and maintenance teams to thoroughly inspect and address the issue to ensure it does not affect future guests.We appreciate you bringing this to our attention, and we hope to have the opportunity to welcome you back for a fresher, more comfortable stay.Warm regards,GM Claudett Shepherd Hopkins

酒店回复: Maria,"Thank you so much for your wonderful 10/10 review! We’re thrilled to hear that your stay was excellent and that we could provide the experience you were hoping for. Your kind words mean a lot to our team, and we look forward to welcoming you back for another outstanding visit soon!"

酒店回复: Thank you for taking the time to share such detailed feedback. I am truly sorry to hear about the issues you experienced during your stay, and I completely understand your disappointment. A 4/10 experience is far from the standard we aim to deliver.First, I sincerely apologize for the misinformation regarding the mini-fridge. You should have been provided with accurate information, especially after calling ahead, and I regret the inconvenience this caused—particularly during a holiday stay when you needed to store your Thanksgiving pie.Regarding the bathroom layout and the toilet placement, I understand how frustrating and uncomfortable that must have been. While some room layouts vary, you should never have to struggle just to locate or use basic amenities. We will be reviewing this setup to determine what adjustments or improvements can be made.Finally, I am very sorry about the noise from the AC/heating unit. Being repeatedly woken throughout the night is unacceptable, and we will have our engineering team inspect and service this unit immediately.Your feedback is incredibly valuable to us, and I would greatly appreciate the opportunity to speak with you directly to make this right. If you are open to it, please feel free to contact me at your convenience.Thank you again for bringing these matters to our attention. I hope we can restore your confidence in us in the future.Warm regards,Claudett Shepherd HopkinsGeneral Manager

酒店回复: Thank you for sharing your feedback and for noting the kindness of our staff and the cleanliness of your room. I’m glad to hear those aspects of your stay were positive.I am, however, very sorry about the unpleasant smell you encountered on the third floor. This is not the experience we want for our guests, and I have already addressed this concern with our housekeeping and maintenance teams so we can identify and resolve the issue promptly.Regarding the breakfast, I sincerely apologize for any confusion. We do not currently offer free breakfast, and I will review our listings to ensure all information is accurate and clearly communicated.Thank you again for your comments. We appreciate your understanding and are pleased to know you still found us to be a good place to stay overall. We hope to have the opportunity to welcome you back for a much improved experience.Warm regards,Claudett Shepherd HopkinsGeneral Manager