Dear Valued Return Guest,
Greetings from Kuala Lumpur!
Thank you for choosing Impiana KLCC Hotel and for staying with us again. We understand from your previous TripAdvisor review back in April 2012, you have had an excellent stay, as you have rated us a 5 out of 5 for Excellent. However, it is with deep regret that we hear of your recent experience during your August stay. Thank you for your kind feedback as this will certainly help us to improve our services.
We wish to take this opportunity to clarify that the special voucher of RM 250 Room Rebate is meant for future visits and the rate is off the Hotel’s Published Rate. All other rates that you may buy into are not applicable with this special voucher. We apologize that this information was not clearly explained to you by our Associates whilst you were here.
In respect of room cleanliness, the hotel will re-commence its preventive maintenance programme soon, to which we are sure that the outcome will produce perfectly well maintained rooms.
As for the unpleasant experience with regards to food quality at breakfast and illicitly entry of the room, rest assured, it is our goal to provide all our guests with the best comfort, cleanliness, security and services. There are times when an oversight may occur to which we are taking careful and detailed action to ensure that such incidents do not re-occur.
We also wish to apologize for the oversight of our Reception in getting your long stay discount properly processed at check out. I can personally assure you that this was by no means done intentionally. We have checked our records, and apparently the refund mentioned has been processed by our Credit Department and it should be reflected in your next credit card statement.
Lastly, we hope that the complimentary 90-minutes Massage did somehow make up for where we had let you down.
We look forward to welcome you back to Impiana KLCC Hotel in the not too distant future and hope this experience has not altered your earlier good perception in April 2012 towards Impiana KLCC Hotel.
Yours sincerely,
Gerard Sta Maria
General Manager
Impiana KLCC Hotel