Dear Haru M,
We really appreciate you taking the time to detail your feeling with us and we are truly sorry we have created this experience for you....it certainly was never our intention. I do hope you took the time to speak with one of our senior management during your stay so we had the opportunity to make it right. On positive side, we are pleased to read that you have appreciated the hotel facilities as well as our service.
We are sorry to hear about our little rain forest friends ( ants ) - we spend a lot of time with our quality control company finding way to live in harmony with nature but also ensure guest comfort - you will be pleased to know we spent some time in your room after check out working out how we could ensure they stay outside. We also fixed your heavy door with a new door closer.
Sometimes it is through the eyes of our guests that we become aware of things that could go unnoticed and therefore uncorrected and you can be assured I will use your comments with our leadership team to help us on our journey to creating a resort "Guests Love" for the future.
Our resort. Your Playground
Brett Wilson
General Manager