Dear KIWIKEITH,

Greetings and a warm welcome from The Empire Hotel and Country Club! Thank you very much for your review and comments about our property. It is exactly feedback like yours that helps us to understand how those who actually use the hotel see us, and we thoroughly appreciate your role in this!

We're glad you enjoyed your stay with us at The Empire Hotel and Country Club, and delighted that the breakfast was good - we like to think that a great day on holiday starts with an equally good morning meal! We have also taken note of your comments about the shops in the hotel’s retail arcade and will work on improvements in that area.

Thank you very much for your patronage and we hope to see you again at The Empire Hotel and Country Club!

Best Regards,

Desmond Acheson
General Manager
The Empire Hotel and Country Club

Dear isds_chris,

Greetings and a warm welcome from The Empire Hotel and Country Club! Thank you very much for your review and comments about our property. It is exactly feedback like yours that helps us to continuously improve and do better and we thoroughly appreciate your role in this!

Your comments about the Christmas 2011 arrival experience are well taken…thank you for this. In truth it was much busier than we had expected it to be, and we did experience delays in getting rooms prepared for arriving guests – all of whom seemed to be checking at about the same time in the afternoon! However, we have since reviewed our preparation processes, and believe that we know how to do a better job in keeping the delay to a minimum. Indeed, we had similar levels of business over the New Year and Chinese New Year periods and, in most instances we managed to reduce the waiting times to only about 5-8 minutes during these busy periods. Our Assistant Front Office Manager, Awg Saufi played a significant role in this improvement and is indeed a true asset to our growing team of excellent local staff!

Thank you very much for your patronage and we hope to see you again at The Empire Hotel and Country Club.

Best Regards,

Desmond Acheson
General Manager
The Empire Hotel and Country Club

Dear Werdneka,

Greetings and a warm welcome from The Empire Hotel and Country Club! Thank you very much for your review and comments about our property. It is exactly feedback like yours that helps us to continuously improve and do better and we thoroughly appreciate your role in this!

Yes, you are right, the Empire Hotel and Country Club is indeed a set of remarkably impressive structures. I dare to say that they don’t build hotels like this anymore – anywhere in the world! However, I also dare to say that, whilst having an amazing physical structure is nice, for a hotel to be truly great it also has provide consistently outstanding service.

It is therefore of some considerable regret to me that you ran into some difficulties during your stay. We take your point about the long delays at check in. It is true that we did underestimate how busy we would be during some of the busier periods in January. It is a problem we should have anticipated, & I am very sorry that we failed to do so. Since the period of your visit however, we have taken some corrective action to speed up the check in process.
With the buggy service we have recently received 20 new buggies, so we hope to be able to provide a more prompt and consistent service to our guests. Also, with the hotel’s 518 rooms being divided up between 4 separate buildings, it can initially be quite confusing to understand the shortest way from one point to another. To this end, we are currently working on improving our signage around the hotel, and believe that this should reduce the ‘directional challenges’ of being in this magnificent property.
Your point about room wear-and-tear is well taken, and I am pleased to advise you that we are currently in the middle of upgrading 196 of our 518 rooms and suites – a project that should be completed by the end of October 2012. When back in circulation, these rooms will have been completely refurnished & provided with upgraded flat screen inter-active TV’s & connection facilities.
We are very conscious that we are not keeping up with the considerable task of maintaining our 170 hectares of grounds and landscaping at the level we would like, but we have taken plans in these past three weeks to remedy this, and hope to see the effect within the coming months.
I am indeed sorry to learn that you clearly felt that room service was not at all value-for-money. We take this to heart & will be working as a team to effect some immediate improvements
I'm glad that you enjoyed Zest, which is one of our newest additions to the property, and hope you'll find much more to enjoy when you stay with us again.

Thank you very much for your patronage and we hope to see you again at The Empire Hotel and Country Club!

Best Regards,

Desmond Acheson
General Manager
The Empire Hotel and Country Club

Dear ndvine,

Greetings and a warm welcome from The Empire Hotel and Country Club! Thank you very much for your review and comments about our property. It is exactly feedback like yours that helps us to understand how those who actually use the hotel see us, and we thoroughly appreciate your role in this!

We're so pleased you enjoyed your stay with us. Just to let know - we are currently renovating 196 of our rooms in the main Atrium building and this extensive project should be completed by the end of October 2012. They will be fitted with large flat-screen inter-active TV's and will also enjoy improved WIFI connections – which is being addressed throughout the property as a whole. Updates are available on our website and Facebook page where any further queries or comments will be promptly answered

Thank you very much for your patronage and we hope to see you again at The Empire Hotel and Country Club!

Best Regards,

Desmond Acheson
General Manager
The Empire Hotel and Country Club