Dear Guest,

Thank you for taking the time to share your recent experience at our hotel. We sincerely apologize for the significant inconvenience caused by the unavailability of an accessible room despite your clear request during booking.

We acknowledge that this was entirely our mistake. We deeply regret that our team failed to acknowledge your request for a PMR room and understand your frustration upon arrival.

There is no excuse for this error. We are taking full responsibility for not responding to your initial request . We are reviewing our internal communication procedures to ensure that all guest requests, particularly those concerning accessibility, are clearly documented and followed up on promptly.

We appreciate your kind words regarding the receptionist's efforts to find an alternative solution, even if it meant directing you to another hotel at a higher cost. However, this is not the level of service we strive to deliver, and we understand the additional stress and inconvenience this caused.

We are committed to preventing this type of situation from happening again. We are implementing additional training for our staff to ensure they are fully aware of our accessibility procedures and the importance of responding promptly to all guest requests.

We are also exploring the possibility of offering a guest discount program for any future stays you may consider with us.

Your feedback is invaluable to us. We appreciate you bringing this to our attention so we can learn from this mistake and improve our services for guests with accessibility needs.

We sincerely hope you will give us another chance to demonstrate our commitment to providing a comfortable and inclusive experience for all our guests.

Sincerely,

Laurent D., Manager.