Suiteness Évaluations

I'm truly very sorry about your stay and the failure of our texting system. Our Concierge team is 24/7 is available through text, in-apps, email, and our phone line because we want to make sure no matter what method of communication Suiteness guests prefer, they're able to connect with a Concierge immediately. Unfortunately, we just found out our texts have a bug in which some guests are not able to reply back (and we were not notified of the failed messages). Immediately after your review, we alerted both our Marketing and Development team after hours to look into this to see what might've occurred for your account and also any other Suiteness guests that may be affected because this is extremely important to us. Texting is something that we've added so that it makes things easier for guests to connect with us, and the last thing we would intend is to give you the illusion you have a 24/7 team and leave you hanging with no response.

I only wish I was notified both both your stay and the texting issue sooner and am truly heartbroken that we found out a little too late. Myself and a few other Concierges have reached out personally to offer compensation for this issue however I know that something like a family stay is invaluable and cannot be quantified. I hope that this helps make it up to you and that if you do decide to use Suiteness again, please feel free to connect with us as I'd love to see if there was anything we could do to show you what the Suiteness Concierge team is truly capable of and create a better memory.

As a team, we have less than 5 minute reply rate on all communication mediums so if you're ever not able to connect with us or you're under the impression we're leaving you hanging, please let us know through phone and/or email which are our oldest and best forms of communication. We staff our team so that anyone is able to reach a Concierge at anytime for anything from issues to the best places to eat.

I want to say I'm sorry again, because this experience is something all of Suiteness has heard about internally and are actively working to make sure this doesn't happen again. Thank you so much for the feedback and letting us know what areas we will work on to ensure we're pushing ourselves to be the best team we can be for our guests.

Cherie from Suiteness

My name is Kate and I'm on the concierge team. I so appreciate your review and am so sorry that you had this experience. The objective of the concierge team is to be as helpful as possible and I'm sorry to hear that we didn't meet your expectation in that way. I looked into our system and am not seeing any text messages which seems to be a technical error. I have our data team looking into why we did not receive them as we never want to miss any communication with any guests.

Our priority here at Suiteness is to make sure that guests are always taken care of. That's the heart behind our 24/7 coverage and we provide you with 3 ways to reach us at any of those hours.

I have sent you a personal email to see what we can do to make up for your inconvenience and experience. As a newer start-up, we take reviews very seriously and so I appreciate you being so upfront and honest about this.

Best,

Kate

I am so sorry that you had this experience at the hotel. That sounds awful. I definitely would not want that experience for any of our guests at any property and I'm sorry that your kids had that as their first hotel experience.

I have sent you a personal email to see what we can do to make up for this experience and I am reaching out to the hotel to ensure this does not happen to any future guests.

As a newer start-up, we take reviews very seriously and so I appreciate you being so upfront about this.

Best,

Kate