酒店回复: Hi Diego,Thanks for sharing your feedback with us. We're really sorry about the condition of the sofa bed—that’s not the kind of experience we want any of our guests to have, and we can imagine how upsetting it was to find it in that state, especially with your son needing a comfortable place to sleep.We’re also sorry we couldn’t offer a room change. We understand how frustrating that must’ve felt, especially when the hotel didn’t appear full. Even when we're fully booked behind the scenes, we know that doesn’t make the situation any easier in the moment.We’re taking your comments seriously and will be addressing the condition of that room with our team right away.We appreciate you bringing this to our attention, and we hope we’ll have the chance to give you a better experience in the future.

酒店回复: Dear Roberta,Thank you for taking the time to share your feedback. We’re truly sorry to hear that your stay was impacted by persistent noise and other concerns. It’s upsetting to know that you didn’t get the rest and comfort you were hoping for during your time with us.We can understand how discouraging it must have been to deal with disturbances from multiple directions and to wake up to a breakfast that didn’t meet expectations. That’s not the experience we want for any of our guests, and we regret that we fell short during your visit.Because your reservation was made through a third-party, we kindly ask that you reach out directly to our hotel management team so we can discuss your experience in more detail and explore the best path forward.Thank you again for your feedback, Roberta. We value your perspective and appreciate you choosing to stay with us.

酒店回复: Thank you, Feng, for sharing your experience with us.We want you to know that we hear you, and we’re genuinely sorry for the distress this situation caused. Being approached in an aggressive and confrontational manner—especially when you had no connection to a serious medical emergency—must have been incredibly upsetting. You were simply trying to use one of our complimentary amenities, and instead, you were met with behavior that made you feel uncomfortable and disrespected. That’s not acceptable, and it’s not the experience we want any of our guests to have.Please accept our heartfelt apology for how this was handled. No one should ever feel targeted or shouted at in a place where they should feel safe and cared for. We understand how shaken and frustrated you must have felt in that moment.We take this matter seriously and are committed to addressing it internally. To ensure we can properly follow up and make things right, we kindly ask that you contact our hotel management team directly. Your feedback is invaluable, and we want to do everything we can to make sure this doesn’t happen again.Thank you again, Feng, for bringing this to our attention and giving us the opportunity to improve.

酒店回复: Dear Ben,Thank you for taking the time to share your feedback. I’m very sorry to hear that your stay did not meet your expectations. It’s clear from your comments that several aspects of your experience—from the noise levels to the condition of the room and the breakfast layout—fell short, and for that, I sincerely apologize.We are actively addressing maintenance concerns, including HVAC performance and any disruptive noises, to ensure a more restful experience for our guests. I’m especially sorry to hear that the noise impacted your sleep.Regarding breakfast, I appreciate your honest critique. We’re currently reviewing both the menu and the layout to improve flow, seating availability, and food quality. Guest comfort and satisfaction are incredibly important to us, and your feedback will help guide these improvements.While I regret that we didn’t provide the value or comfort you expected, I hope you’ll consider giving us another chance in the future. Please feel free to reach out to me directly if you'd be open to speaking further—I’d be glad to assist.