Dear Laurie, Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

Dear Bridget, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback. Kind Regards, Sumit Chadha Central Operations Manager

Dear Julie, Thank you for taking the time to leave a review on our hotel. We are pleased to inform you that we have recently reintroduced a breakfast offering at the hotel and will be looking at further options for the future. Unfortunately, we are only able to offer a grab-and-go option at the moment. I hope the team also recommended some alternative breakfast options if you preferred a sit-down hot breakfast option. We hope that you will give us the opportunity to serve you again in the future. Our sincere apologies that the room not cleaned during the stay we keep Make Up Room card for turndown service during the stay for all inhouse guests Again, thank you for choosing. We look forward to seeing you soon, once again thank you for your feedback

Dear Amanda, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We are pleased to inform you that we have recently reintroduced a breakfast offering at the hotel and will be looking at further options for the future. Unfortunately, we are only able to offer a grab-and-go option at the moment. I hope the team also recommended some alternative breakfast options if you preferred a sit-down hot breakfast option. We hope that you will give us the opportunity to serve you again in the future. Again, thank you for choosing. We look forward to seeing you soon, once again thank you for your feedback

Dear Sean, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback.

Dear Rosemary, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback.

Dear Simon, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback.

Dear Christopher, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback. Kind Regards, Sumit Chadha Hotel Manager

Dear Deborah, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback.

Dear Guest, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback.

Dear Jodie, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We are pleased to inform you that now we have inhouse tea/coffee facility in the reception area. We look forward to seeing you soon, once again thank you for your great feedback.

Dear Kate, Thank you for taking the time to tell us about your experience at our Hotel. Please know that your feedback is extremely valuable to us. We use feedback, such as yours to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future. Again, thank you for choosing. We look forward to seeing you soon, once again thank you for your feedback.

Dear Eby, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback.

Dear Valerie, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback.

Dear Lawson, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback.

Dear Julie, Thank you for taking the time to tell us about your experience at our Hotel. Please know that your feedback is extremely valuable to us. We use feedback, such as yours to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future. Again, thank you for choosing. We look forward to seeing you soon, once again thank you for your feedback.

Dear Kathy, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback.

Dear Margaret, Thank you for taking the time to leave a review on our hotel, I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback.

Dear Judith, Thank you for taking the time to leave a review on our hotel, and I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback. Kind Regards, Sumit Chadha Hotel Manager

Dear Peter, Thank you for taking the time to leave a review on our hotel. We look forward to seeing you soon, once again thank you for your feedback. Warm Regards,

Dear Sheraine, Thank you for taking the time to leave a review on our hotel, and I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback. Kind Regards, Sumit Chadha Hotel Manager

Dear Stewart, Thank you for taking the time to leave a review on our hotel, and I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback. Kind Regards, Sumit Chadha Hotel Manager

Dear Dave, Thank you for taking the time to leave a review on our hotel, and I am delighted to see that we have met your expectations and that you have enjoyed our hotel and its services. We look forward to seeing you soon, once again thank you for your great feedback. Kind Regards, Sumit Chadha Hotel Manager

Dear David, Thank you for taking the time to leave a review on our hotel. We are delighted you had a lovely stay. We look forward to seeing you soon, once again thank you for your great feedback. Kind Regards, Sumit Chadha Hotel Manager

Dear Mrs. Ellis, Thank you for accepting my email as per our discussion. I appreciate your feedback and once again apologise for any inconvenience caused. Investigated all your points raised so we can improve to make sure the guest stay experience is the best it can be. We look forward to you staying with us again in the future so you can see the improvements. Kind regards, Sumit Chadha Hotel Manager

Dear guest, Whilst I am disappointed to read of your experience and concerns regards to your stay with us, I feel that the review you have left is somewhat unfair given the extent that myself and my team went to try to support you in making an amendment to your stay. Up-on first contact with us, you informed my receptionist that you wished to reduce your stay with us due to a family emergency - I advised that due to your booking being an online booking, this would need to be done in this way (this is standard procedure in the majority of hotels, we cannot make the same changes that you can - this is to protect your bookings and ensure that only you can change them), at this time you would have been able to reduce your stay right down to one night if you had wished to. Unfortunately, after being given this information you chose not to make this change and instead wait until the time of check-in at the hotel - as you correctly stated, this was after management had gone home for the day. At this point, my team phoned me and once again, I assisted with explaining how to reduce your stay down. Due to the time you waited to reduce your stay, this was only eligible for a one night stay reduction and this is in line with our booking policies, agreed to up-on when making a booking for a room. The additional complaints raised in this review were not raised to me, this is the first time that I am hearing of them but will of course investigate and ensure that any necessary action is taken by appropriate departments and retraining is given as and where necessary. I would like to thank you for taking the time to leave us feedback and wish you the very best with all future travels. Warmest regards, Adam Dawtrey Operations Manager

Dear Timothy, As discussed on the phone, I apologies for the mistake that happened when you checked in. I have raised this with the team member who checked you in and arranged for some extra training. I appreciate you understanding and can assure you that the excess payment taken will be back in your account before long - this has been processed already by myself. I do hope that you choose to give us the chance to exceed your expectations on a future stay in the Epsom area. Warmest regards, Adam Dawtrey Operations Manager

Dear Adam, Thank-you for taking the time to leave us a review and it was wonderful to host your stay at Orchid Hotel Epsom. We very much look forward to hopefully hosting your next trip to the Epsom area. Warmest regards, Adam Dawtrey Operations Manager

Dear Kayleigh, Thank-you for taking the time to leave a review for Orchid Epsom hotel. Though I'm disappointed that you left our hotel with the impression that you did, I'm glad that you have raised the issues that affected your stay to my attention so that I may investigate further and action where I can so that other guests do not experience the same issues. I hope that you decide to give us another chance to demonstrate the standards that we strive for in for our hotel in your next visit to the Epsom area. Warmest regards, Adam Dawtrey Operations Manager

Dear Nigel, Thank-you for taking the time to leave us a review and it was wonderful to host your stay. We very much look forward to hopefully hosting your next trip to the Epsom area. Warmest regards, Adam Dawtrey Operations Manager

Dear Michael, Thank-you for taking the time to leave us a review and it was wonderful to host your stay. We very much look forward to hopefully hosting your next trip to the Epsom area. Warmest regards, Adam Dawtrey Operations Manager

Dear Jack, Thank-you for taking the time to leave a review for Orchid Epsom Hotel; I would like to thank-you for your understanding and communication regarding the issue and would like to assure you that I ensured that my maintenance team replaced the lock on your door as a matter of urgency the very day that you checked out. I very much hope that you choose to return to Orchid Epsom to give us a chance to show you the standards that we aim to deliver with service and quality to all of our guests - I apologies that on this occasion we fell short of these. I am always available to discuss any such issues and would be more than happy to discuss if you call the hotel and ask to speak to myself. Warmest regards, Adam Dawtrey Operations Manager

Dear Angela, Thank-you for taking the time to review Orchid Epsom Hotel; I'm happy to hear that you found our staff to be brilliant and they were able to offer a great service to you. I'm sorry that the hotel fell short of your expectations with the key, fan and breakfast. We no longer offer a breakfast at the hotel but are now working on being able to offer a hot breakfast to guests in the near future. We have also replaced the lock on the door that had no key and for that I apologies, along with replacing the fan in the room for a working one. I hope that you choose to return to us in the near future and give us an opportunity to give you the quality of hotel that all guests expect when visiting, my team look forward to seeing you again should you return. I have passed your kind comments on to Aaron who is thrilled that he was able to assist in a way that made your stay better. Warmest regards, Adam Dawtrey Operations Manager

Dear guest, I'm very happy to hear that you enjoyed your stay and hope that you decide to come back and visit us again soon! Warmest regards, Adam Dawtrey Operations Manager