Thank you for taking the time to share your feedback about your stay at King's Palace. We value every guest’s opinion and always strive to provide the best possible experience.
To provide some context regarding your stay, you arrived at 10:00, ahead of our standard check-in time of 14:00. While there was an error on your paperwork indicating a different time, we worked to prepare your room by 12:00. Unfortunately, when we were ready to accommodate you, you had already left and returned at 12:45. At your arrival, we also offered to store your luggage and assist in any way possible until your unit was ready.
We understand there were some concerns about the property. King's Palace does not feature ensuite bathrooms, as noted in the listing with accurate photographs to provide a clear view of the units. Despite our best efforts, including reaching out to the website to explore alternative accommodations, the high demand in town made this impossible.
Regarding the air-conditioning, we had a professional inspect the units, and they were functioning as expected. Our team also ensured that the property remained cool and comfortable during your stay. Additionally, our kitchens are equipped with a wide range of utensils, and any additional items requested were provided promptly. Zama, our housekeeping team member, worked diligently to keep the unit clean and comfortable for you.
We acknowledge the oversight with the freezer and apologize for any inconvenience this caused. This occurred as we rushed to prepare the unit earlier than usual, given the short turnaround time after the previous guests’ check-out at 10:00.
We’ve had a wonderful season with many satisfied guests, and while it’s unfortunate that we couldn’t meet your expectations, we appreciate your feedback as it helps us identify areas for improvement. Thank you again for sharing your experience.