Thank you very much for your valuable comments. I'm glad you found your room clean and to your satisfaction and got welcomed with a friendly smile. You are certainly correct about the fact that we do not have an elevator at the, maybe because more than 70% of our rooms can be accessed without climbing stairs. Our breakfast includes a variety of breads, muffins, danishes, bagels, cereal, fruit, eggs, yogourt, waffles and a selection of beverages. We are always looking for new ideas and enhancements and if you have a great suggestion, we would be delighted to hear about it. Very seldom do we have issues with our free guest internet and I can certainly understand this being an issue for you. I'm surprised that the technical support line (I assume you called it?) wasn't able to help. Those fellows are typically able to take care of any complications.

Hello,

I remember calling you after I heard that you had such a disappointing visit. You made your point very clearly and I have apologized for some of the obvious problems you experienced. However, I do feel I have to set some of the facts straight. At arrival you were offered a room with a convenient walkout ( a door directly to the outside), which you had declined. Instead you requested a room on the top floor. More than 50% of our rooms are accessible without climbing stairs. Those rooms are also easily accessible for guests in wheel chairs and the hotel also has some special rooms with extra large bathrooms, wider doors etc.
There is not much the hotel can do about the City of Strathmore policy to chlorinate the water and I'm sure you will experience the same water in any other hotel in town. Like most hotels, the Best Western Strathmore offers convenient vending on alternate floors, which means you would have found a vending machine one floor below. Our choice of guest shampoo is commonly used in Best Westerns throughout North America.
We have used your feedback to implement some important changes like frequent equipment checks in the fitness room and we have replaced some water heaters.
Sadly I'll take note that you changed your mind after speaking to me in January and will not give us another try to find out that we did in fact make all those changes. By now, we have gone through renovations to a large majority of our guest rooms and public areas.Currently we have a much improved product.

Dear Tim,

I'm sorry to hear that we fell short of fulfilling your expectations. It sounds like you caught us on a less that perfect moment. Our property is in the final stage of a huge renovation project and while that does not excuse dust in your room it may make it a bit more understandable. Our housekeeping department is taking the privacy signs very serious but typically does go back to all rooms with the "Do not disturb" sign on the door. Unfortunately there is always a possibility for one room to get missed in the end. Have you brought this to the attention of the front desk on that day? If you wish to discuss any of this in more detail, I would encourage you to contact me directly at the hotel. We do want to make it right for all our valued guest. I do hope you will give us another try, should you pass through Strathmore again and would like to thank you for your time to provide us with this valuable feedback.

Regards,
Markus Nellen
General Manager