Dear cishaveyron,
Thank you for choosing Senator Maidan during your recent trip to Kyiv and for posting this review regarding it as we always appreciate constructive feedbacks received from our guests. While reading your feedback, we are all saddened to realize that your stay with us was overshadowed by the issues described in it. From the other side, we appreciate a lot your honesty by sharing your experience here as it is very essential for us to ensure that we constantly monitor our standards and procedures to eliminate future errors and shortcomings.
Since our whole team is dedicatedly share a big passion to create and provide great customer service to our every guest, as many reviews on this site demonstrate it, please be assured that we have deeply examined your comments described in it. Since my attempts to reach you personally in order to discuss the main issues that ruined your overall impression about us were not successful, I would like to take a chance and do it now.
On the late evening on November 30th due to bad weather conditions and low temperatures, there was a breakthrough in the water pipe main in our district and, as a result, there were many residential houses and public places without central water supplement, including our hotel. Please, note that nobody was informed about it in advance, as well the city officials could not tell us how much time they would need to fix the emergency problem. It has appeared suddenly and unexpectedly, and just few hours before your arrival to the hotel.
We did all our best to make our guests feel comfortable in the conditions appeared:
= we provided 24 hours support
= we provided bottled water in the quantity guests were requiring with its 24h refilling
= for the guests who wanted to move we helped to find and to book other hotel
= for guests who wanted to take shower we arranged rooms to use in our partner hotel with complimentary taxi transfers both ways.
We deeply understand the impact of such misfortune on your stay and your personal comfort, and we sincerely apologies for it.
We are also very concerned about your comments regarding the breakfast. We would like to reconfirm you that this was rather a coincidence than our usual standard. Please, be assured that your review was immediately taken into attention, shared with the appropriate departments in order to make necessary improvements to our every guest’s satisfaction.
With a big hope that I have added some clearness to the main issues from your review, we know that it will be difficult for us to raise our reputation back in your eyes and to turn your overall impression on a positive wave. At the same time, we still would like to take this risk and invite you to Senator Maidan during your next trip to Kyiv. If you have any additional comments or follow-up questions, please do not hesitate to reach out to me personally via e-mail (iryna.rachkinda@senator-apartments.com.ua) or by phone (+38 044 200 77 88).
We are looking forward to having a chance of welcoming you back with us and do our best in order to exceed your expectations.
Kind regards,
Iryna Rachkinda
Resident Manager