Dear Ms Marshall,
Thank you for taking the time to complete your Tripadvisor review regarding your experience.
We apologise sincerely for the bad experiences you have raised regarding our accommodation. In addition, we are deeply concerned regarding your comments and have taken precautionary measures to ensure that the incidences you have highlighted do not occur in the hotel. These include focused staff training for health and safety in all departments including reception, house keeping, restaurant and maintenance. This has been reinforced by the staff member who assisted you with the incidents you claim.
As per your conversation with Jennifer last year, the same receptionist who advised you to contact the TUI in-resort assistance team. This was based on her 7 years overseas work with TUI, and because you claimed the scamming incident occurred outside of the hotel. We certainly understand that this was an unfortunate occurrence and we sincerely hope that your case has now been resolved.
We do welcome feedback from all of our reviews and particularly take your review very seriously, as it is our priority for all of our guests to receive an outstanding experience, all while in a relaxing and welcoming environment.
Once again, please accept our sincerest apologises regarding your experience and we hope in the future you will revisit so we can make an amends in some way for your disappointment.
Kind regards,
Kouros Village