Dear Mr SurfingWild, Please accept our sincerest apology. We are deeply sorry for the late apology because we just heard about what happened to you during your stay with us on February last year. We made a commitment to provide the best care for our guests and so to hear about this is truly disturbing for us too. The first apology is about the long waiting time during check. It is possible that during that time there were many guests who checked out, so it took time for our Housekeeping team to prepare your room. Following this accident, we regret that your pillow isn’t comfortable at all, and the air conditioner in your room didn’t work well. This is a harsh note for us, as we really try to provide the best service for all our guests. We are truly sorry. Please know that we have addressed this matter directly to the respective department. This is a bitter learning for all of us at Greenhost and we'll be sure to do our best to prevent this from happening again in the future.