Dear Liz,

I would like to begin by apologising for the inconvenience you experienced during your stay at the Somerset Hotel. I am pleased to hear that the staff provided you with all the information you required and made you feel welcome. You have mentioned a few issues with the ensuite bathroom in the room. Unfortunately you have not mentioned the room you stayed in but I have asked the maintenance team to have a look at both the family rooms on the top floor and test the plumbing system so that any problem can be immediately remedied.

I am sorry to hear you would not consider the Somerset Hotel again for future visits. If you do stay with us again please contact us so that we can ensure your future stay is as pleasant as possible.

Thank you

Dear Mr Langley,

I would like to begin by thanking you for taking the time to comment on your recent stay at the Somerset Hotel. I am disappointed to see that your stay was not up to your expectations and would like to apologise for that. At present we do not place cups in the rooms, however they are available from the dining area to take to the rooms. Having said this, we are now looking into the possibility of providing cup in the rooms and will hopefully be implementing this soon.

We are constantly striving to renovate and refurbish the hotel and, as such, do keep equipment available for these purposes. Any empty tubs of paint should have been discarded or locked away – I have personally gone around the hotel to ensure that this has now been put into practice and will be maintaining a close eye on this in the future.

Finally, I was most troubled by your comments regarding bites – I can assure you that we take any comments of this nature extremely seriously and we implement regular checks in order to provide a clean and safe hotel for our guests. Since receiving your comments, we have had the entire floor professionally inspected, and I am sure you will be happy to hear that no problems were found.


Thank you again for your response and please do not hesitate to contact me if there is anything else you would like to discuss.

An exaggeration to say the least. The guest arrived at 5pm to check in. The cleaners had missed his room and so the guest had to wait about 7 minutes whilst they went in to clean it (not the 25 minutes he has stated). The hotel receives freeview and so each room has up to 40 channels, but as with most guests who post online, this guest has felt the need to exaggeration the small inconvenience even though he was compensated for his wait