We have refocused our daily inspections to include this kind of detail so that we can identify and make repairs faster. Unfortunately the broken state of the power point cover was brought to our attention not as timely as we would of wished. Guests are welcome at anytime to bring their technologies to Reception for recharging, and many people use this service we provide. The majority of our recycled train carriage rooms of our backpacker accommodations do not have power points in them, and we will not be changing this.
We have set clearer expectations on their interactions in the communal facilities to reflect the culture of Solscape. we have improved and focused our volunteer induction process to educate our volunteers - who share the communal facilities with guests - on how guests like yourself experience them as a group and how they are perceived as staff. We have increased the warmth of the bedding we provide in all rooms, and we have made available hot water bottles. we have installed backup gas heating for the showers for when the solar heating is inadequate or their is heavy usage. Since receiving your review we have made appropriate improvements, thank you for bringing these details of your experience to our attention. The Eco Baches are usually for 2 people only, and it must of been missed by our staff. In regards to there not being a third towel for you in the Eco Bach, we apologise for this mistake. This is an ongoing process for us, thank you for shedding light on how it has been letting us down. Our staff work very hard to create a warm inviting culture and our guests are of utmost importance to us!! Making sure our volunteers follow through with this same culture is critical. We have also improved and focused our volunteer induction process to educate our volunteers on how guests like yourself experience them as Solscape staff, and have set clearer expectations on their interactions to foster an atmosphere of inclusion and community. We have since reflected this in our management of staffing rosters and training. Through your feedback you had clarified it for us how important it is to ALWAYS have our well-trained staff present for guests check-ins, as it can 'make or break' a persons experience of Solscape. At times Volunteers have helped out at Reception when needed but they generally do not have the breadth of knowledge and service skills that our core staff do. It turned out that unfortunately your experience was based on interactions (and lack of interactions) with our volunteer team (who are mostly travellers who work for us short term). It's embarrassing to read, and we sincerely apologise for your disappointing experience Although it has taken us a while to reply due to access issues, I want to let you know that after reading this we immediately engaged in finding out why the level of service was not up to our normal standard of warm, inviting, friendly and approachability in our staff. Gracie, this is a really terrible review.
0 kommentar(er)
