Dear Guest,

I am sorry to discover that you were disappointed with your experience at The Berkeley Square Hotel, please be reassured that we are acting upon all of your comments to ensure that we provide excellent service and a pleasant stay. I am sorry that you were not greeted by a receptionist upon arrival, if our reception team are required to leave the desk to assist our guests we display a sign inviting you to take a seat in our lounge, stating that a member of staff will return within minutes; I can appreciate that if this notice was not present, it may have appeared unmanned yet I trust you were not left waiting long before a receptionist returned to assist you.

We have a very new team in our restaurant at the moment and despite our best efforts, this does appear to have caused a delay to service during their training period; please accept my sincere apology for this and my reassurance that providing a prompt and professional service to our guests is considered to be of paramount importance. Our philosophy is individuality therefore we would like to encourage all guests to let us know if there is anything we can do to improve their stay; for example, we would not have hesitated to deliver additional toiletries to your room had we known they were required, and if the heating in the bathroom could not have been repaired straight away we would have helped you move to an alternative bedroom.

Please feel free to contact me at The Berkeley Square hotel; I would be grateful for the opportunity to apologise directly.