I AM writing in response to the letter from Ms Shirley Chan which appeared in the South China Morning Post, on December 29, concerning Ms Chan and her family being stopped from seeing the Christmas tree at our hotel on December 22.
Please be informed that our hotel has looked into this matter and has extended its sincere apology to Ms Chan. We also extended an invitation for afternoon tea at our Coffee Shop to Ms Chan on December 28, before the letter was published, in order to regain her confidence in our hotel.
To ensure privacy for the guests saying in-house, there is a sign at the ground floor hotel lobby saying that the observation lifts are for hotel residents only.
Being a hospitality industry, the unprofessional manner of the security guards was totally unacceptable.
Please be rest assured that our management has taken appropriate action to avoid such unpleasant incidents from occurring in future.
We will also reinforce staff training to make sure that all the staff possess a professional attitude.