Dear LILLI-JAN R., Thank you for taking the time to tell us about your experience at the Aparthotel Adagio London Brentford. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. Your first reservation in 2020 was for a Studio for 2 which only comes with one double bed and it is/was advertised likewise on our website. However, if we have availability, we will always try to accommodate the latest requests from the guests. On the day of check-in you asked if you could move to another room, however we did not have any other room available. The following day when I had the pleasure of meeting you at reception, I had already been made aware about your request by my team, who informed me in the morning. After checking the availability, I proceeded to offer you different options: 1- 2 Single duvets. 2- Apartment for 4. This was for the same night, however, you chose to decline these offers. I then managed to arrange a new room with a free upgrade for the next day as it was available for that day. The information about the mattress was given to you, as you requested this information from me. Some of our studios have sofa beds, this has always been the case at Adagio London Brentford. These studios with sofa beds are sold as Studios for 3, as they contain one double bed and a single sofa bed. After checking the overcharge that you mentioned, it was found that indeed there was a mistake on that charge. The difference to be paid as mentioned in our last email to you was £12.35 instead of the £51 that we charged. I am happy to confirm that the amount of £38.65 has been refunded to your card and you will receive it in the next few days. Please accept my apologies for this inconvenience. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Kind regards, Carla Docobo Front Office Manager

Geachte JASON REGINALD N., Bedankt dat u de tijd heeft genomen om ons te vertellen over uw ervaring in Aparthotel Adagio London Brentford. Het spijt ons te horen dat uw verblijf niet aan uw verwachtingen heeft voldaan; hiervoor willen wij u dan ook onze oprechte excuses aanbieden. Bij Adagio, streven we naar een hoogwaardige dienstverlening voor elke gast; uw commentaar is daarom erg belangrijk voor ons. U kunt erop vertrouwen dat wij de juiste maatregelen zullen treffen om het probleem te verhelpen en te voorkomen dat het zich nogmaals voor zal doen. Wij stellen het op prijs dat u uw opmerkingen met ons heeft willen delen en wij hopen dat u ons de kans wilt geven om u in de nabije toekomst beter van dienst te zijn. Hoogachtend, Satyam Talwar General Manager