Hi Jane, thank you for the feedback. There should have been a welcome letter in your apartment that advises that pool towels etc are available from reception. I will check what number you stayed in and check for this. We hope to see you again soon. Karen

Thank you again for your perceived patience on the day Naymul. As explained on your arrival due to unavoidable extreme circumstances we unexpectedly found ourselves with no housekeeping team on that particular day. This would be a nightmare situation on any day, but this was hugely exacerbated by the fact that it was in the middle of the busy summer holiday period. It was explained to you honestly that existing staff had been redeployed to assist to avoid us having to cancel all bookings. I believe the building manager attended and dealt with the problems with your apartment immediately as they were reported. It was out of our control and our staff went above and beyond on that day to make sure that your holiday could go ahead rather than having to be cancelled.I sincerely apologise again for the fact that you were an hour late into your room. I fully understand your disappointment however, under the circumstances this was nothing short of a miracle. We didn't get it 100% right on this occasion, but I applaud the team for what we did achieve.Other points to note, all apartments have smart TV's and the dining room is carpeted.

Thank you Craig, we hope to see you again soon.

Thank you James, we hope to see you again soon.

Thanks for staying with us. We appreciate your feedback. See you soon.

This review is very unfair. We welcome 100's of guests to The Grand Apartments every week, many of whom check in outside of office hours using the very simple self check-in procedure. As previously advised I did review the CCTV footage in an attempt to establish what happened to your carton of water and it was found that you exited the lift on the wrong floor when it stopped to pick up more guests. The apartment that you were attempting to unlock was on the ninth floor, your accommodation was on the 6th floor. Your water was left outside the door of 903 which is why you were unable to find it when you returned to 603 WITH our building manager IN PERSON for assistance unlocking the door. Informing you of the unfortunate error which you made wasn't gaslighting, it was an explanation following your request that we investigate to put your mind at ease that you weren't a victim of crime,

Thanks for staying with us. We appreciate your feedback. See you soon.

Thanks for staying with us. We appreciate your feedback!

Thanks for staying with us. We appreciate your feedback!

Thanks for staying with us. We appreciate your feedback!

Thanks for staying with us. We appreciate your feedback!

Thanks for your review. We are so happy you enjoyed your stay

Thanks for your review Craig. We hope to welcome you again soon

Thanks for staying with us. We appreciate your feedback!

Thanks for staying with us. We appreciate your feedback!

Thanks for staying with us. We appreciate your feedback!

Thanks for staying with us. We appreciate your feedback

Thank you Greg. We hope to welcome you again soon.

Thanks for staying with us Carmel.

Thank you for your review Dianne. We are happy you enjoyed your stay with us.

Thanks Donna. Glad you like it.

Thanks for staying with us. We appreciate your feedback

Thanks for your review Alastair. We are happy you enjoyed your stay.

Thanks for staying with us. We appreciate your feedback

Thanks for your review Julie.

Thank you for your feedback. Our reception hours are clearly stated. We supply a starter pack of soap etc and then it is up to you to supply the rest which is also clearly stated. We supply a towel for each person. If you require more supplies, we always have them at reception. Apartments are serviced weekly. If you stay less than a week, no service is supplied unless requested. All rooms are thoroughly cleaned before arrival. If you let us know at the time of stay, we could have helped you or even moved you to another apartment.

Thank you for your review Fiona. We hope to welcome you again soon.

Thank you for your review Craig. See you soon.

Thank you for your review Craig. We hope to welcome you again soon.

Thanks for your review. We are glad you had a great time. We hope to welcome you again soon.

Thanks for your review. We are happy you enjoyed your stay with us

Hi Rebecca, I think there is a setting on Hotel.com that can put it in your currency. I have noted your other comments and will action them.

Thanks for your review Joanna. Hope to see your family again soon.

Thank you for your review. We hope to welcome you again soon.

Hi Sarah, We are sorry you did not enjoy your stay with us. We did not receive any emails or phone calls from you for your entire stay, even on checkout. We always have extra blankets if required. We have full time maintenance and cleaning staff available if you have any issues. Your room was checked thoroughly before your arrival. The pool shut down was unforseen and was an emergency so no notice was able to be given. We start you off with some supplies, it is then up to you to supply after that as they are self contained apartments - not hotel rooms. If you would have called us during your stay, most of your complaints could have been avoided. We cannot help you after your stay. We have steps in place for cleaning for covid as all hotels currently do.

Thank you for your review. We appreciate your feedback.

Thank you for your review. We have noted your comments and passed them on to the owner.

Thank you for your review. We hope to welcome you again soon.

Thank you for your review. We are happy you enjoyed your stay with us and we hope to welcome you again soon.

Thank you for your review. We hope to see you again soon.

Thank you for your review. We hope we can welcome you again soon.

Thank you for your review. We appreciate your feedback.

Thank you for your review. We have noted your comments and will action them.

Sorry you did not enjoy your stay with us. I will pass you comments onto the owner of the apartment. The number of people allowed in the spa and gym is due to covid regulations and are for the health and safety of the residents and guests.

Thank you for your feedback.