Bodde en natt förra veckan. Synnerligen sunkigt rum (trots att det var ett "BC-rum") - även med brittiska mått mätt - vilket jag skrev i utvärderingen, jag utgick också ifrån att det var den generella standarden på stället. Priserna var inte som ovan utan startpriserna var runt £150.
Fick svar idag. Tydligen pågår en uppgradering (room-to-room).
Dear Mr Y,
Thank you for completing our online guest experience survey following your recent stay at the Radisson Blu Edwardian Heathrow Hotel.
I am naturally disappointed to hear that we were not able to meet your expectations on this occasion. I am sorry that you found your allocated room to be tired and in need of updating during your stay. We are currently undergoing a major room to room refurbishment at the hotel, where all rooms are being brought back up to the standard expected of The Edwardian Hotels London. I have shared your comments regarding room 4046 with the team carrying out the refurbishment for further action. Thank you for taking the time to bring these matters to our attention and allowing us the opportunity to improve on our service standards. In situations like this, the hotel will automatically correct the situation, as soon as the guest inform us of their dissatisfaction, by offering you a different room but I believe on this occasion this procedure did not take place and I do apologise for any inconvenience you may have been caused. I have personally passed your detailed and valuable feedback onto our Hotel Management team so that they may further discuss and action these concerns and improve on future service standards. The Edwardian Hotels London value all of our guest feedback, both Positive and Negative, as it is essential to the improvement of service and standards at the hotels, so thank you for taking the time to reach out to us, and allowing us the opportunity to improve further.
I do hope that your last experience does not prevent you from staying with us in the future. If you do ever decide to visit us again in the future please contact me via the email address below, once you have made a booking, I will personally take care of all the arrangements so as to ensure you have a memorable stay for all the right reasons this time. I appreciate this does not change what happened in your recent stay with us but hopefully we can try to make it up to you and restore your faith in our service and the hotel as a whole.
Thank you for taking the time to share your experiences and for giving us the opportunity to review our service standards and operations.
Kind Regards,
X X
Group Customer Services Supervisor
