DUKES THE PALM - a Royal Hideaway Hotel

Dear Isa, Thank you for taking the time to review your recent stay at our hotel. We regret that your stay with us fell short of your expectations. It is with great concern that we read your comments about our team as their service has been praised many times for professionalism and genuine friendliness and we assure you that what you have described is not the norm for us. We appreciate you taking the time to inform us of your personal experience and assure you that your review will be addressed with all departmental managers for evaluation and action as needed. All rooms reserved for new arrivals are per standard double-checked by our head of housekeeping to ensure that everything is functioning and spotless for our guests, clearly, we were not performing to our usual standard on this occasion and regret not being immediately informed so that we could have intervened so that you could fully enjoy your stay in our hotel. We hope to welcome you again in the future. Best wishes, Guest Relations Team