Dear Saeed,
Many thanks for your review. We are pleased that we got the opportunity to host your stay upon your serene journey to Makkah.
Oh! It's truly shocking and disheartening to learn of your comments. We understand that such oversights are inevitable in our service delivery, but this serves no excuse for the comments you've highlighted. As a hotel property striving to become the excellence in hospitality in the Holy City, we take your comments seriously. As of this moment we've already tried reaching you in order get more details from you to investigate the mentioned matters, however we couldn't locate your reservation details.
Nevertheless, we hope you wouldn't let this incident alone to distant you away from returning to us. In fact, it'd be our pleasure to welcome you again in order to grant you with an enhanced experience, showcasing the genuine Swiss Hospitality we are renowned for in the Holy City.
Regards,
Mamdouh Salem,
Hotel Manager