Dear lilfreakytina,

Thank you very much for your comments. It is always helpful to receive our guest comments in order that we can eliminate our failings and plan for the future improvements.

I was quite shocked to read the comments regarding the apartments and the housekeeping of them. We pride ourselves on offering quality apartments at value prices. I am sorry that you and your party did not receive quality apartments on this visit. I have spoken with the Building Manager, and they are not aware of any issues reported that matches the ones that you have mentioned. I would very much like the opportunity to investigate this fully. Can you please contact me directly, in order to discuss and also with the apartment numbers so that I can carry out a full inspection of them.
We do take comments of this nature quite serious as they help us to identify any issues that we need to address.

As our hotels are based in central London, security is constantly at the forefront of our day to day business. For all of our new arrivals, we ask for an ID of all guests that have booked with us. We also need to see the credit card that was used to secure the booking; this is inline with all current fraudulent checks. I do apologies if you found this to be a drawn out process.

I do hope that you may consider giving us a second chance. If you would like to make a return visit, please contact me directly and I will ensure that we will deliver a full Marlin experience.

Yours sincerely,

Declan Sweeney
Group General Manager

Dear Max R,

Thank you for taking the time to review us on Trip Advisor and for staying with us in Canary South.

I am sorry to read that you feel that Marlin “cheated” you out of money. I am also sorry if the cancellation policy was explained to you when you made the booking.

Unfortunately as this site is anonymous, I cannot look at your booking to see how you booked. At Marlin we work with a number of different booking sites and equally a number of different agents. As you know all of our bookings are fully paid at the time of booking. For some websites bookings, you are required to cancel through them; this would be highlighted on your booking confirmation. If a booking is made through an agent then all changes would need to go through them directly, again the agent should have point this out to you at the time of booking. I am truly sorry if this was not the case.

Thank you for the encouraging comments about the cleanliness of the apartments.

We do hope you will afford us another chance to welcome you back to Marlin Apartments.

Yours sincerely,

Declan Sweeney
Group General Manager