Dear Nadiva99,

First let me apologize for the poor customer service you received upon your arrival to the Chamberlain West Hollywood. We pride ourselves on good customer service and guest satisfaction and I want you to know that I personally take full responsibility for my desk agent’s actions. I want to assure you that I will address the steps that were taken during your check in process with the two desk agents involved. I understand how frustrating it can be as a traveler when coming into a hotel and the first impression is broken during the check-in process.

After reading your review I can't tell you how disappointed I am with how the cash deposit for incidentals was handled by my employees. Furthermore, I am truly embarrassed that upon checking into your room that you discovered an insect in the bathroom. However, I am happy that the proper action was taken to relocate you to another room in the hotel. The security staff is very well trained and extremely helpful during the late hours of the night and I am glad to hear he was able to assist you. As for our housekeeping department, I have spoken to our Executive Housekeeper regarding your items that were moved during your stay and he has addressed this with the staff member that cleaned your room.

Due to all the inconveniences you experienced during your stay, I would like to offer you a gift certificate for a free night back at the Chamberlain West Hollywood. Upon redeeming this certificate I want you to know that I will be personally be selecting your room and will also be upgrading you to one of our best suites in the hotel. I would love to have a second opportunity to make your stay at the Chamberlain a more pleasant one.

If you would be so kind to send me your mail address I will issue a gift certificate right away. My contact information is listed below so please feel free to contact me on my direct line should you wish to discuss anything further.

Sincerely,

Chad Thompson
General Manager