Too close to railway track which emits a lot of noise even at night. I chose a non-smoking room but from time to time, I could smell cigarette smoke in my room. I complained to the hotel but they just ignored my complain. I lived on the Executive floor but the room is a bit old.
Comment from Hotel Management
Jan 12, 2017 by sb, Hotel Management
Thank you for taking the time to share your feedback.
While I wish you had a better experience, it is feedback like this that we learn from and use to improve.
We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short.
Unfortunately, during peak tourism seasons, it may be difficult to make last minute room rearrangements.
It is also possible that our staff misunderstood your request and could not properly convey the situation in detail.
For that we deeply apologize.
We would also like to apologize for the smell of cigarettes. Although our housekeeping staff is
doing their utmost to ensure that guests cannot smell cigarette smoke on non-smoking floors, it is clear that more needs to be done to keep the air clear of smoke. We thank you for bringing this issue to our attention.
If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of.