Dear Kellie, we apologize for the unpleasant experience you had at our establishment. We value your feedback and honesty, and we will use it to improve our training and procedures. Thank you for bringing this to our attention.

We apologize for the unpleasant experience you had during your stay in one of our rooms. We would like to assure you that the matter has been promptly addressed and resolved by our management team. In the future, we kindly request that you do not hesitate to approach our front desk if you encounter any discomfort during your stay. We value your feedback and appreciate your honesty. Thank you for choosing our establishment.

We sincerely apologize for the inconvenience caused by the toilet issue you experienced, Andrea. We regret that our maintenance team may not have been available at the time of your request. Nevertheless, we promptly investigated the matter and found that the toilet was functioning properly. In order to avoid any future inconvenience, we kindly advise you to always verify the room details when making an online booking to ensure it is indeed a non-smoking room. We appreciate your feedback and extend our best wishes to you.