Thank you for your positive review. We appreciate it and we're glad we have met your expectations. According to our staff, you were great guests as well. We would love to have you back!

Ms. Erlinda, we are surprised to hear you had issues with our house staff. We were shocked to hear that our staff actually interrupted you in the middle of your family activity just so they can ask permission to clean the pool in the middle of the afternoon. You said that this happened at around 3pm. It is our long-standing practice that our swimming pool should only be treated at night. Vacuuming and filtering follow early in the morning. If they will digress from our standard practice, they are instructed to get our consent, prior to getting the guest’s. We did not get any communication from them that they will clean the pool on the date and time of your recollection.
In the interest of fair play, we also got the other side of the story from our house staff and checked the CCTV recording on the subject date and time. Our house staff said that they did approach one of your guests to request permission to clean the pool, but this was past 10 in the evening. Our house staff said that the guest refused and said that you will still use the pool, so they left posthaste. The CCTV recording clearly showed that the staff approached your group at 10:14pm and that they were nowhere around the pool area from that time on. We checked earlier recordings, before and after 3pm but we did not see any one of our house staff approach you and any of your guests.
We understand that you asked our house staff to help you with some marketing and cooking which they did. These were done without our knowledge and consent and we must admit that we were re-miss in reminding you. In all of our public-facing collaterals, we describe CONCORDIA’S as a non-service facility, which means that “help” is generally not available for our guests who are expected to be on their own, sort of self-service. Our house staff are instructed to limit interaction with guests to pre and post-boarding activities, and only if necessary and with our consent should they do anything for the guests. This is because we cannot do anything to control such interactions especially if they do not turn out to be what the guests expect.
As owners, we check with our staff if everything is going well with our guests. So far, all of our guests call us for special requests or other concerns during their stay. We regret that we did not hear anything from you at the exact moment your complaint happened. We could have resolved the issue in an instant.
Anyway, thank you for your stay. Any feedback is welcome as it helps us improve our system.

Thank you for your positive review. We appreciate it. Will try to make improvements as much as we can. We hope to have you back.

Thank you for the positive review. We appreciate it and we are glad we've met your expectations. We would love to have you back. Thanks again!