Dear Alexander, Thank you for your continued loyalty and for taking the time to share such detailed feedback. We sincerely apologise for the unacceptable issues you encountered during this stay, especially the blood on the bathroom floor, which is a serious hygiene failure and completely inexcusable. We also regret the toilet not flushing, the noisy pump, the poor cleaning standard, and the missing shower gel and shampoo, as well as the limited kitchen utensils. This is far below the standard you have rightly come to expect from us. Please be assured that your feedback has been escalated to our Head Housekeeper and Maintenance Manager for immediate review. We are reinforcing our cleaning and inspection protocols to ensure such oversights never happen again, and we are reviewing the equipment in our apartments. Your 6/10 score reflects a mixed experience, and we are grateful for your honesty. We hope to have the opportunity to restore your confidence and welcome you back for a stay that meets our true standards. Warm regards, Tomasz Michalak Deputy General Manager

Dear Francis, Thank you so much for your feedback and generous 9/10 score. We are delighted to hear that you had a very good stay overall and found our accommodation comfortable, clean, and well located, especially convenient for your work. We appreciate your honest comment regarding the parking cost. We understand that £15 for 24 hours may feel a little expensive, and while our pricing is in line with secure parking in the area, we will certainly take your feedback into consideration as we review our services. We are thrilled that you would happily stay again and truly appreciate your kind words. We look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Mr G., Thank you for your continued loyalty over the past three years, and for taking the time to share your recent experience with us. We are truly sorry to learn that this visit fell so far below your expectations and did not reflect the standard you have come to expect from us. Please accept our sincere apologies for the condition of the room. It is also deeply concerning to hear that you felt the need to clean the room yourself. This is certainly not the experience we wish for any guest, and we are grateful that you brought these issues to our attention. Rest assured, I am personally investigating the issues you have described in the room where you stayed to ensure we take the necessary corrective action with our housekeeping and maintenance teams. We would also very much appreciate the opportunity to restore your confidence in us. Should you consider giving us another chance, please contact me directly at the hotel before your next booking, I will personally oversee your room allocation to ensure you receive the comfortable and well-prepared stay you are used to. We are truly sorry for the disappointment and hope to have the chance to welcome you back under much better circumstances. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you so much for your feedback and perfect 10/10 score. We are absolutely delighted to hear that you found your room very clean, our staff great and attentive, and our location perfect for your stay. It is always our goal to provide a seamless and welcoming experience, and we are thrilled that we succeeded. We truly appreciate your kind words and hope to have the pleasure of welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for choosing to stay with us once again and for taking the time to share your feedback. We are pleased to hear that you continue to find our location very convenient for Heathrow, shops, and transport links. However, we are truly sorry that this stay did not meet the standard of your previous visit. We apologise that room service and restocking were not provided during your stay, and that the breakfast was disappointing. Please be assured that we have shared your comments with the relevant teams to ensure improvements are made. We are grateful for your honest feedback and your 7/10 score, and we hope to have the opportunity to welcome you back for a much improved experience in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Steven, Thank you so much for your wonderful feedback and for the perfect 10/10 score. We are absolutely delighted to hear that you had such a lovely stay and that Asif went above and beyond to cater to your requests. It is truly heartwarming to know that his efforts made such a positive impact on your experience. We will be sure to pass on your kind words to him, he will be thrilled to know he helped make your stay so memorable. We truly appreciate you taking the time to share your praise, and we look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your honest feedback and for your 6/10 score. We are delighted to hear that you found the apartment lovely, clean, quiet, and well-stocked, and that you enjoyed a great breakfast in the restaurant. However, I am truly sorry that your sleep was so disturbed. Please accept my apologies that the double bed was very hard and uncomfortable, and that the air conditioning vents in the bedroom made a loud whining noise every couple of hours, waking everyone in the apartment. This is not acceptable, and we have shared your feedback with our maintenance team to investigate the noise issue and review the mattress. We hope to have the opportunity to welcome you back for a much more comfortable stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Sarah, Thank you for your honest feedback. I am truly sorry that your 7th stay with us was so disappointing and that it has led you to feel this way about our hotel. Please accept my sincere apologies for the multiple issues you experienced. This is not the standard we aim to provide, especially to a loyal returning guest. Your feedback has been shared urgently with our housekeeping, kitchen, and front desk teams. We take your comments very seriously and will work to address these issues. We hope that despite this experience, you might consider giving us another chance in the future. Please feel free to contact me directly if you wish to discuss your stay further. Sincerely, Tomasz Michalak Deputy General Manager

Dear Susan, Thank you for your perfect 10/10 review and for sharing your kind feedback. We are absolutely delighted to hear that you found your room comfortable, even though your stay was not as long as you would have liked. Your words mean a great deal to our entire team. We look forward to welcoming you back for a longer stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Mustafa, Thank you for sharing your detailed feedback. I am truly sorry to hear about the experience you and your partner had regarding the payment for your extended stay. While I completely understand the hotel's need to ensure payment is made, I apologise that the situation was handled in a way that caused unnecessary inconvenience and distress to your partner. Given that the extension was confirmed, a partial payment had already been made, and you were unavailable because of work, a more customer-focused approach would have been more appropriate. We will review our procedures to ensure that similar situations are handled with greater discretion and understanding in the future. We hope to have the opportunity to welcome you back and provide a more seamless experience. Sincerely, Tomasz Michalak Deputy General Manager

Dear Heather, Thank you for your feedback, and please accept my sincere apologies for the lack of communication regarding your lost nightie. I completely understand your frustration, losing a £55 White Company nightie is disappointing, and not hearing back from us after you reported it is unacceptable. I will personally investigate this matter with our housekeeping team today and ensure you receive a clear update as soon as possible. We truly appreciate that you have already booked with us again for next year, and we are committed to resolving this issue before your next stay. Please rest assured that we will follow up with you directly. Thank you for your patience, and once again, I apologise for the oversight. Sincerely, Tomasz Michalak Deputy General Manager

Dear Geoffrey, Thank you for your perfect 10/10 review and for sharing such lovely feedback. We are absolutely delighted to hear that you found your room great, the service excellent, and your stay comfortable, clean, and friendly. Your kind words mean a great deal to our entire team. We look forward to welcoming you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Olga, Thank you for your detailed feedback. I am deeply sorry that your stay fell so far below expectations and that you had such a disappointing experience. Please accept my sincere apologies for the uncleanliness, the unpleasant smell in your first room, the poor housekeeping policy during your seven-night stay, the uncomfortable bedding, the ineffective air conditioning, and the additional parking charges. This is not the standard we aim to provide, and your feedback has been shared urgently with our housekeeping, maintenance, and management teams. I am pleased to hear that you found our location excellent, but I completely understand why you would not choose to stay here again. We hope that despite this experience, you might consider giving us another opportunity in the future to provide the quality stay you should always expect. Sincerely, Tomasz Michalak Deputy General Manager

Dear Sayone, Thank you for your honest feedback and for your 6/10 score. I am sorry that your stay was only "ok" and that several issues affected your experience. Please accept my apologies that no one responded to your WhatsApp messages, even after you pointed it out, this is not acceptable, and we will address this with our team. I also regret the early fire alarm caused by burnt toast. While these alarms are designed to be sensitive for safety, we understand the frustration and will review our kitchen safety communications with guests. Regarding cleaning, as an aparthotel, we operate a weekly cleaning service as standard to respect guest privacy, but additional cleaning is always available upon request. I apologise that this was not clearly communicated to you during booking, and we will improve our pre-arrival information. We hope to have the opportunity to welcome you back for a better experience. Warm regards, Tomasz Michalak Deputy General Manager

Dear Samantha, Thank you for your wonderful feedback and for your 9/10 score. We are absolutely delighted to hear that you had such a positive stay. It is great to know that you received a lovely warm welcome, appreciated the concept of having apartment facilities within a hotel, and enjoyed a clean, bright room with a good night's sleep. We are also pleased that our location close to Sutton Station was perfect for your needs, and that you discovered La Sicillia nearby. Your kind words about excellent value for money mean a great deal to our entire team. We look forward to welcoming you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Susan, Thank you for your perfect 10/10 review and for your continued loyalty as a weekly guest. We are absolutely delighted to hear that you find our rooms great and our front desk reception extremely helpful. Your kind words mean a great deal to our entire team. We look forward to welcoming you back for many more stays. Warm regards, Tomasz Michalak Deputy General Manager

Dear Mark, Thank you for your perfect 10/10 review and for sharing such lovely feedback. We are absolutely delighted to hear that you had a comfortable stay with great accommodation, and that you found the hotel very clean, comfortable, and well equipped. It is also wonderful to know that our staff were friendly and check-in was hassle-free. Your kind words mean a great deal to our entire team. We look forward to welcoming you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Jennifer, Thank you for your wonderful feedback and for your 9/10 score. We truly appreciate your loyalty during your extended stay. We are delighted to hear that you found our hotel pleasant and well-located for public transport. It is especially rewarding to know that our staff were friendly and helpful throughout your longer-than-expected stay, and that the Adagio room was lovely and cool during the hot weather. Your special mentions of Alisha, Jasmine, and Izzy mean a great deal to us. We are so pleased that they helped manage the extensions to your stay and that Izzy was extremely helpful when the hotel was full, even showing you a typical room when you were initially deciding where to stay. Your kind words have been shared with the whole team, and we look forward to welcoming you back whenever you need a home away from home. Warm regards, Tomasz Michalak Deputy General Manager

Dear Julie, Thank you for your perfect 10/10 review and for sharing such lovely feedback. We are absolutely delighted to hear that you had a very comfortable 2-night stay while visiting Wimbledon. It is wonderful to know that you found our location convenient, just a 5-minute walk to Sutton station, with plenty of food outlets close by. We are also thrilled that you enjoyed one of our apartments, finding it very clean, spacious, and well equipped for everything you needed, especially the air-con. Your intention to return means a great deal to our entire team. We look forward to welcoming you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager