Dear Sabrina Yuen Mei,Thank you for taking the time to write to us. It is with deep regret to learn about the unpleasant experience you had recently. Please rest assured that cooking is prohibited in our guestrooms. The team has investigated the case and despite the absence of cooking as the source of the smell, it was unfortunate that you still experienced an unpleasant odor in the corridor. I apologise for any discomfort it caused during your stay. Please accept my apology for the dust in the room and the cleanliness of the bathroom. Our Housekeeping Manager does ongoing checks and inspections of the rooms to ensure our cleanliness standards, however I am sorry if you were let down on this occasion.Regarding the malfunctioned kettle, please do not hesitate to contact our staff for assistance or to change it for you during your stay. To comply with upcoming government regulations and as part of Accor’s sustainability commitment, please understand that amenities such as bottles of water, shower caps, sanitary bags, etc. are no longer placed in rooms, however we are pleased to offer additional amenities at your request. You are also suggested to refill your bottles at the water dispenser located on 5/F so as to reduce the use of single-use plastics.Taking this opportunity, we wish to also share with you that there are ongoing repair works in all our rooms to ensure that our standards are met. May I share with you that we do have a renovated room from August last year for our guests to consider. Namely “MyRoom by Jennifer: My Residence / Queen Room”, the 17 sqm cozy room features a tasteful blend of soothing colors and soft lighting. The well-equipped amenities include USB charging ports, a window-side table, large storage space and more will make you feel right at home. At ibis, our goal is to provide great service and comfortable accommodation at a competitively low price. As one of the hotels of a brand you like, I truly hope that we will have another chance of welcoming you back where you can witness the improvements we have made.Kind Regards,Jennifer SiuHotel Operations Manager

Dear Valley,Thank you for your positive feedback regarding our staff. We are delighted to hear that they were helpful and provided you with detailed information regarding transportation before your arrival. I have passed on your comments to the team as motivation for the staff who strive to provide excellent customer service and assist our guests in any way we can to ensure a pleasant stay.Thank you for your comments again. We look forward to welcoming you back and providing you with another amazing experience at ibis. Kind Regards,Jennifer SiuHotel Operations Manager

Takashi 様コメントしてくださってありがとうございます。エアコンの温度は各部屋の操作パネルで調節可能ですが、お部屋が寒かったとのこと、大変申し訳ございませんでした。 部屋の換気を良くするために、エアコンを送風モードに切り替えることをお勧めします。 また、ポータブルヒーターもご用意しておりますので、次回ご利用の際はお気軽にお電話ください。お電話をいただきましたら喜んで対応させていただきます。お時間を割いてご連絡いただきまして、重ねて御礼申し上げます。 またのお越しをお待ちしております。イビス香港セントラル&シェンワンフロントオフィス・マネージャーJennifer Siu

Dear Mathieu,Thank you for your satisfaction with our location.Please accept my apology regarding the cleanliness. Rest assured that your comment was shared with our Housekeeping Team, and we will pay further attention to the cleanliness. Our Housekeeping supervisors will do spot check more frequently and hope to improve our room quality further.Thank you again for taking the time to write to us. We hope the experience will not alter your confidence in our hotel and that you will give us the opportunity of welcoming you again.Kind Regards,Jennifer SiuHotel Operations Manager

Dear Grace,Thank you for your comments and satisfaction with our staff.For special room requests we do our best to accommodate all. While we make every effort to accommodate our guests' preferences, room allocation is subject to availability, and unfortunately, on this occasion, we were unable to provide you with the desired room. May I suggest you book a Harbour View Room the next time to make sure your stay is comfortable. At ibis, our goal is to provide great service and comfortable accommodation at a competitively low price. Meanwhile we continue to do preventative maintenance work that is ongoing. We will keep monitoring and enhancing the condition of the facilities to deliver the highest possible level of service and experience to our valuable guests.Thank you again for taking the time to write to us. We hope to have another chance to welcome you again in our world of hospitality.Kind Regards,Jennifer SiuHotel Operations Manager

Dear David,Thank you for taking the time to share your feedback regarding your recent stay at our hotel. We sincerely apologize for any inconvenience you experienced due to the lack of storage space in the bedrooms. May I suggest you choose our renovated room named “MyRoom by Jennifer: My Residence / Queen Room”, where you can find well-equipped amenities including ample storage space, USB charging ports, a window-side table, and more that will make you feel right at home. Regarding the height of the room safe, it is sorry that it caused inconvenience to you. We will take your comments to future review and assess the placement of the room safes in our rooms for necessary adjustments to ensure guests stay comfortably with us.Thank you once again for sharing your concerns. We hope that you will give us another opportunity to serve you in the future.Kind Regards,Jennifer SiuHotel Operations Manager