First of all, we apologize for the inconvenience. Because on that day we had a room reservation that came in using a different name but it turned out to be the same person because it was booked by the office. So the guest extended without further notice. So when Ms. Caroline preferred to get a room on the lower floor with twin beds, even though our reservation had prepared a single bed room upstairs, so we had to swap the room suddenly after receiving confirmation from the guest who stayed in the standard twin room downstairs, it turned out that the extension used a new reservation with a different name. So we swapped the room with the room upstairs that Ms. Caroline was supposed to occupy. So once again, we apologize for the inconvenience because we had to wait several minutes before being able to check in. And also the problem of the guest who had knocked on the door, it turned out that the booking party (admin) who we contacted to inform them was also late in notifying the person concerned. On the other hand, the night shift staff apparently did not meet the guest who had previously stayed in that room when they returned, until our staff encountered the incident and informed them of the changes that we had conveyed to the office, in this case the admin staff who made the reservation according to the WhatsApp chat recording. We hereby submit this clarification for your understanding. Thank you.
