Dear Sir/Madam,
First and foremost, we sincerely apologize for the inconvenience you encountered regarding your room availability upon check-in. We understand how frustrating this must have been for you and your family, and we deeply regret the situation.
Please be assured that your feedback is taken very seriously. We acknowledge the importance of seamless coordination between our hotel and online booking platforms to ensure accurate room availability updates. Your comments will be shared with the relevant teams to improve our processes and prevent such occurrences in the future.
We truly appreciate your patience and understanding, and we are grateful that you allowed us the opportunity to provide an alternative room and additional gestures to compensate for the inconvenience caused.
We hope to have the opportunity to welcome you again, ensuring a much smoother and more enjoyable stay.
Sincerely,
Azimin Ibrahim
Hotel Manager