Dear Guest,

I am extremely disappointed to read that you did not have a positive experience. I am sorry that you did not find your room to be to your liking, we have 50 individually designed bedrooms and apartments and I am confident that had you mentioned this to any one of my colleagues that we could have offered a suitable alternative. It is difficult to comment on your remark regarding the endless apologies without a better understanding of the issues you encountered but I would be delighted to discuss them with you should you wish to contact me at adam.rowledge@the-hempel.co.uk.

Kind regards,

Adam Rowledge

Dear Guest,

I am naturally very disappointed to read about your experience at The Hempel. I share your feelings about the room not being ready when you arrived at the hotel, and whilst I cannot understand why this was the case, I was comforted by your comments that this was handled impeccably by the staff. Whilst ‘design’ is very subjective, I understand that you found your bedroom to be challenging in layout and I also apologise for any shortfalls in maintenance that you witnessed. I must confess that I was shocked by your account of events involving the taxi that we booked for you and also the way in which your call was handled when you reported this to us. I have not been able to establish who you spoke with at the hotel but believe I do not believe that any member of staff meant to be abrupt or rude in how they responded. Either way, on behalf of my team, we are deeply apologetic.

I appreciate that your experience had some aspects which did not meet the standards that you have a right to accept when staying at The Hempel. I can assure you that this is not a typical level of service that we offer and I would kindly ask you to reconsider your decision not to stay with us on a future occasion. I would be most grateful if you would contact me at adam.rowledge@the-hempel.co.uk to discuss your experience further and allow me the opportunity to restore your faith in our hotel.

Kind regards,

Adam Rowledge

Dear dta0307

Thank you for taking the time to review our hotel on Tripadvisor.

The Hempel has 50 bedrooms individually designed by Anouska Hempel. Some rooms are more popular than others so I am pleased to know that our staff were very accommodating when you asked to move to another room.

It is great to receive your feedback regarding your dining experience in No. 35 Restaurant. I am delighted to know you found the quality of food and service to be excellent and thank you for recommending the restaurant not only to those who stay at the hotel.

I look forward to welcoming you back to The Hempel in the not too distant future.

Best regards

Jorge Canela

Dear Guest,

Thank you for taking the time to share your recent experience on TripAdvisor. I am delighted to read that you found all of our staff to be very attentive and that you loved our Zen Garden. I am sorry that you did not find the style of the room to which you were upgraded to be quite to your liking. At The Hempel we have 50 individually designed bedrooms, suites and apartments and as every guest has different tastes we appreciate that this particular room may not have been to your liking. I regret that you did not mention this to one of my colleagues during your say as I am confident that we could have offered you an alternative room. Should you decide to stay with us again, I have already noted on your profile that you would prefer to stay in a bedroom at the front of the hotel with a garden view but please do contact me directly at adam.rowledge@the-hempel.co.uk and I would be delighted to oversee your booking arrangements personally.

Thank you again for your valuable feedback,

Adam Rowledge