Dear Sir,
Thank you for sharing your feedback with us following your recent visit at The Peninsula Hong Kong. I find that your comments regarding our services to be very concerning and your expectations not being met. Our Lobby has long been a significant landmark and its colonial design attracted many tourists every day. It is also where our signature afternoon tea is served. We regret that the flow of traffic in the lobby created trouble to you. In regard to the Housekeeping service, we would like to invite you to provide us more additional details via email so that we can investigate into the issue.
Your comment on the arrival pick-up service is noted. We used to offer cold towel in the limousine, however, due to hygiene reason we switched to wrapped wet tissues. Once again, we truly appreciate your making me aware of the issues and we apologize for all the inconvenience caused to you. We hope you will give us the opportunity to welcome you back in the future, to restore your confidence to our hotel.
Yours sincerely,
Raoul Hoelzle
Director of Rooms