Dear Mark;
We would like to thank you for taking the time and leaving your comment. We take your comments seriously and we are looking always for quality of service offered to our guests.
We regret the incident happened the last night of your stay. Our staff did everything possible to ensure that your complaint is dealt with quickly and fairly. You notified it to our staff at night and they informed you that the police will not process the complaint until the next morning, as happened in the station, where you went and you were informed that you should return the next morning. The following morning your complaint was dealt by our staff again.
At the police station we were informed that the complaint should be made by you, so you were informed by us how to proceed, we gave you the e-mail to contact directly with the police. We have the copy of your official complaint made by you on 14/10/2011 and you sent it by e-mail to the address we provide on 18/10/201, showing that we act with quickly and effectively.
Also, remember that the hotel offers safety deposit box service in each room. We want to thank you for the trust and loyalty that you have shown to our company and we would like to see you again.
Best regards,
María Sánchez
Dpto. Comercial