8/2/2023 0 Comments Indigo naperville hotel![]() This was completely unacceptable because we know we are a much better team than what we demonstrated. While apologies do not mean much in these situations (and especially after the fact), I still would like to apologize to you for not being attentive and compassionate to you and your daughter when you arrived at the hotel after a long flight with the added fatigue from jetlag. We educate and train ourselves and our colleagues to be attentive listeners and be extremely thoughtful in providing quick solutions to our guest needs in a caring, gracious and an engaging manner. Our entire reason for being in the hospitality business and as hoteliers is to be uber empathetic to the needs of our guests. As you can imagine, reading a stressful comment like this is absolutely the least favorite part of my job as the GM of the hotel. Hasan General ManagerÄear Guest - Thank you very much for your thoughtful and candid comments about your recent experience at our hotel. I just want an opportunity to turn your previous negative experience into a positive one! Warmest regards and safe travels, Syed E. Next time please ask for me (the GM) or ask the front desk staff to place you in the Loggia Building overlooking the DuPage River and the City of Naperville. Thank you again for your candid feedback and I sincerely hope you will be back for a better experience. They are good partners and I am confident they will work with us to ensure the comfort of our hotel guests in the two rooms directly above them. ![]() Having said that, I fully acknowledge your inconvenience and I am reviewing this with the restaurant again. With great respect, I will share with you that we have not had any guest complaints since our remediation efforts. Please know that when the hotel opened, we were cognizant of possible permeating noise and had the restaurant principals institute meaningful noise remediation efforts so the two rooms directly above the restaurant were not impacted by any noise. This establishment is not a club and do not have loud music. I have investigated this incident and I believe you may have been in a room directly atop the Quiubo Restaurant. I also realize that apologies sometimes have little value as they always happen after-the-fact and the experience cannot be recreated. This is most disappointing and I am so sorry. ![]() As you can imagine, I was extremely concerned to see that we failed to provide you with a quiet room and grossly compromised the "Sleep Quality", we at IHG, promise to deliver to our guests. Dear Guest - First and foremost, thank you for taking the time to write about your recent stay at our hotel.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |