Dear FAITH K,

Thank you for the time you have taken to provide us with this review.

It is regrettable that your stay with us did not meet the expectations that previous Sheraton Hotels have provided you.

The inefficient service that you experienced while waiting for your check in is not typical of the service we offer. I take concern of your feedback especially on our staff performance and currently working with my team to improve the overall performance.

As you may know our property is already 20 years old and throughout the years, a lot of effort has been put in to upkeep the facilities. The last renovation was six year ago where our lobby, restaurant and guestrooms were refurbished to give a refreshing look. I have taken onboard your comments on the condition of our rooms and cleanliness of the resort surroundings; rest assured that I walk the talk especially with my Maintenance Team for improvement.

I apologize for the inconvenience you encountered in getting your coffee during breakfast at Feast. Please rest assured that your comments are being shared with the team at Feast for improvement.

Once again, thank you for your valuable feedback and regret that your stay did not leave a positive lasting impression.

Dear addictedtotravel24,

Thank you for taking the time to provide us with this review.

It is regrettable that your stay with us did not meet the expectations that previous Sheraton Hotels have provided you.

As you may know our property is already 20 years old and throughout the years, a lot of effort has been put in to upkeep the facilities. The last renovation was six years ago where our lobby, restaurant and guestrooms were refurbished to give a refreshing look. Please provide me with the room no. of your first stayed to my email kumar.renoo@sheraton.com so that I can address your concern on the smell and comfort of our bed immediately. Meanwhile, rest assured that our Maintenance Team conducts regular checks to upkeep the facilities for our guest safety and comfort.

Chime is the only night spot entertainment in the hotel and we do respect our guest privacy at night. The Chime Manager is aware of your concern and monitoring the situation every night except Wednesdays. I am glad that our Guest Services Manager took concern of your feedback and arranged for a room change so that you can continue to enjoy a more quiet stay.

I am sorry for the encounters you had with the services provided by staff during breakfast and maintenance issues at Feast. Please rests assured that our Food & Beverage Manager and Chef are looking into it together with our Maintenance Team for improvement.

Our Executive Housekeeper is aware of your concern on our room cleanliness and conducting thorough checks with her team for improvement. For your information, our guests can request turndown service through our Guest Services whenever required. Normally two bottles of water are provided complimentary in our guestroom daily.

Overall, it's worth to know that the effort put in by our staff for our guest comfort is appreciated despite some shortfalls.

Once again, thank you for your valuable feedback.

Dear Sophiasticated,

I am happy to hear that you enjoyed our hospitality. Our staff is the greatest asset and they deserve to be complimented when guest expectation is exceeded.

Thank you for your valuable feedback and I look forward to welcoming you back in the near future.

Dear GodwinFamily,

Thank you for the time taken to provide us with this wonderful review.

I appreciate the trust that you have given to us and am sure this will certainly motivate all of us in providing better service. As you may know, the greatest asset of this hotel is our staff and their effort deserve to be complimented when they exceed our guest expectation. I certainly share your compliments with our Food & Beverage Manager, Mr. Selva.

It is great that you enjoyed our buffet breakfast at Feast, especially the croissant, which specially made based on Sheraton recipe . I must admit that our Chef did a good job in preparing the buffet breakfast each day to serve our guests.

Trust you had an interesting tour around the resort and glad to know that you found some nice spot to relax. Our Resort is home to some wildlife like hornbills, eagles, squirrels, flying lemurs, monitor lizards, macaques and dusky leaf monkeys. I hope you are able to spot them all in your future stay. Guest who came in contact with some of this wildlife was surprised that they were able to watch them in action in a close distance.

I am glad to hear that you like the tranquility of our resort and warm hospitality which is the main contributor towards your satisfying stay.

Once again, thank you for your support and I look forward to welcoming you back in the near future.

Warm regards.