In response to the above review, we as a company need to highlight all the issues the client has had with our company as the review is detrimental to our success.
Firstly security is not an issue at the apartment the client choose and in his review he clearly highlights what he felt appropriate but steers clear of actual facts. Point one on security firstly he failed to state that the property is located behind secure gates, point two to enter the main building you have to go through a locked door point three only then can you enter your apartment by unlocking yet another door. Security has never been an issue therefore our agent did not come across as “not happy” but more bemused due to the nature of the entry method.
When asked about the WIFI service, we as a company offer a free internet service unlike most other companies who charge for the service. The service we provide is a normal service, we do not pay for any ultra fast boost in speed, so the answer given was correct we offer a normal service.
To highlight the point over the mobile coverage in the accommodation, we have tested the network coverage on various mobiles and found that we receive mobile coverage. Even though there was a claim by the client that he had no mobile network during his stay, he had an internet connection free of charge and also use of the landline phone, which he used during his stay to make and receive calls from, all of which was free and he has not been charged for them.
Our office received a phone call from the guest who was staying with us explaining all the difficulties he was experiencing, we feel that we handled his requests appropriately, we do offer WIFI, it is complimentary, we cannot be held responsible for lack of mobile coverage during a guests stay as that is one factor which is beyond our control, we offered the client a move to another property which the client refused, terms and conditions are there for the guests and our protection terms and conditions should be read by guests at all times, we did not hold the client hostage, he was made aware of our cancelation policy and procedures which are not so different to any other company. The solution that the client gave was unreasonable, we did try our best to satisfy the client unfortunately the client was adamant he did not want to stay with us and because of this felt he was being held hostage. On the day of his arrival the client arrived at 13:30 one and a half hours prior to our normal check-in time under our terms and condition early check-in is normally charged at £40.00, we gave the client this for free.
We make no excuses for our actions taken during his stay and do offer a good service, we offered the client a complimentary free nights stay after his visit, based on the grounds that he had made a complaint that we were unable to resolve, due to the nature of the client being very fussy over internet speed and mobile coverage. The voucher was issued without prejudice and was in no way admitting that we had done anything wrong whilst the client stayed, we as a company feel that it is better to offer a voucher to a client to say sorry we were not able to help you as things were beyond our control, rather than leave the client feeling they have received a bad service and we didn’t care. The voucher is our way of showing that we care about our clients.
Since the review we have emailed the client with full details regarding his complaint and asked him for photographic proof to uphold his claims regards forced entry of the doors, none of which have been submitted to us.
We have supplied the client with photographic evidence relating to doors and asked for a response, at the time of writing we are still waiting.