مراجعاتTSIM SHA TSUI GUEST HOUSE ( Harilela Mansion )

رد من مكان الإقامة: Dear Guest,Thank you for your feedback. We sincerely apologize for the unacceptable experience you had due to the presence of cockroaches in your room. Comfort, cleanliness, and quality service are our top priorities, and we deeply regret that we fell short during your stay.It is way past the bottom line to have bugs in the room without a refund for your fee after cancelling the booking, your dissatisfaction is totally justified and you should get your rightful refund.We were very concerned to learn from your review that your refund had not been processed. This was a misunderstanding on our end, as it was our understanding that the refund should have been made to you as it should be your rightful refund. Please rest assured that we have raised a ticket to the platform and rectify the mistake, as it was our understanding that this was the correct process. We sincerely apologize for this error and any further inconvenience it caused.Our guest house has always taken pride in maintaining a clean and comfortable environment for all our guests. Our dedicated staff, who have worked with us for years, take great care in their daily work. We are truly sorry for letting you and your friend down and affecting your trip—this is not the standard we uphold.Since receiving recent guests' feedback, we have promptly investigated the issue and discovered it originated from a temporary malfunction of the lobby air-conditioner. While awaiting replacement, we used a movable unit that vented hot air through a window, unintentionally creating an entry point for insects. Your room, being closest to the lobby, was unfortunately the first affected. Although our team cleans daily with great care, we regret not foreseeing the risk posed by the open window.Since identifying the problem, we have taken immediate and comprehensive action to prevent recurrence:1.We have performed a thorough deep cleaning of all our rooms and common areas, paying special attention to corners, walls, and other potential problem spots.2.We have installed a added sealed cover for the lobby window that allows the air-conditioner to function properly while completely preventing any gaps for insects to enter.Thank you again for bringing this matter to our attention. This experience has been a valuable lesson in improving our management and service. We are deeply sorry you had to endure this situation due to our negligence. Should you have any issues with the refund, please feel free to contact us directly via phone or WhatsApp our contact number which you can find on the booking voucher for assistance.