Major disappointment - Hotel Rumbao, A Tribute Portfolio Hotel

Thank you for taking the time to share your detailed feedback with us. I sincerely apologize for the disappointing experience you had during your recent stay at Hotel Rumbao. Your experience is certainly not reflective of the standards we strive to uphold, and I deeply regret that we fell short, especially given your loyalty as a Titanium Elite member.

The elevator situation you described was undoubtedly frustrating, and I apologize for the long wait times and inconvenience you encountered. Unfortunately, one of our elevators was under renovation, and our service elevator experienced an unexpected malfunction that took longer than anticipated to repair. I understand that this created a significant disruption to your stay, and we should have communicated this issue more effectively during your stay.

I am also genuinely sorry for the lapses in housekeeping and the lack of attention to detail you experienced. Cleanliness and service are areas where we should excel, and it is disappointing to hear that we did not meet your expectations. Please know that I have already shared your comments with our housekeeping team to address these concerns and ensure they are corrected moving forward.

I am especially concerned to hear that you did not receive the follow-up promised by our team. Your concerns are important to us, and I apologize if you felt dismissed or undervalued. Rest assured, we will address this internally to ensure that every guest feels heard and respected.

Thank you for recognizing the efforts of our restaurant staff. I am glad they were able to provide some comfort during your stay, but I know that does not make up for the overall experience.

We value your feedback, and I hope you might consider giving us another chance in the future as we would like to make this right and deliver the experience you are entitled to.

Warm regards