I understand that this can be frustrating which is why I immediately had an engineer to your room to fix it when you reported it and I'm thankful he was able to do so. Unfortunately as this is a technical failure, it is entirely unpredictable as to when it will occur. As for the AC issue, it is known that thermostats fail occasionally causing the problem you described, for which we are sorry. We have taken the necessary steps to address this incident with our team members involved in the hope that we may avoid such situations in the future and, should a human error of this kind happen again, we are better prepared to handle it in a more appropriate and immediate manner. There is no acceptable excuse for this incident and we take full responsibility which is the reason we immediately decided that we would not charge you for that night, as a gesture of our sincerest apology. I absolutely understand your concern and truly apologize for the upset our mistake caused you.
Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Thank you for completing the review regarding your recent stay at our property.
