Dear Guest,
Thank you for taking the time to review your experience when visiting Rocpool Reserve.
Before wanting to post my reply, you will be aware that I have tried to contact you personally on three occasions now and left voicemails to my un-answered calls. I would be delighted to discuss all of the points brought up, so please feel free to contact me at a time suitable to you, should you wish. I have left my direct phone number on the voicemails and my email address is below.
I am disappointed by some of the points you have brought to my attention. Please let me begin by giving my sincere apologies for some of these short comings and any services that have fallen below our usually high standards. In part, some of your review is most useful to me and will be used to assess the services we are providing.
Although I am extremely grateful for you bringing a few points that have been below our standards to my attention, this is where your “brutally honest review” falls short of being fully factual and is instead damaging to a well accomplished Hotel and Restaurant through your inaccuracies. I wish to bring transparency for the Trip Advisor community on a few of your comments. Firstly, if I can point out that we do not nor do we need mouse traps in any of our bedrooms. What you have seen is a unit to advise against the onset of bed bugs. It is very easy to contract an outbreak of bed bugs from guests and their prior visits elsewhere and it not even be known. This unit acts as a precautionary tool to advise upon any issue in the early stages in order we can act swiftly to resolve. Thankfully to date, they have not been triggered but remain to be a useful tool in each of our rooms. I can state that we have an exemplary record with regards to pest prevention throughout the entire property and take this element of health and safety very seriously indeed.
I have taken the time to inspect the temperature of the hot tub per your concerns as well as the Sauna you also found issue with. When switched on, the sauna was working wonderfully and I managed a peak temperature of 51.2°C with in approximately 20-25 minutes. Your comment concerning the temperature of the hot tub being 41°C concerned me, as we aim for an optimal of between 37°C and 39°C. When checking the unit, it was set to 39°C. When attempting to set it higher, it allowed me to set 40°C but no higher for safety reasons.
With a number of your concerns, whether it be valid points, simple assistance needed to resolve any uncertainties or answer any queries, we would have been delighted to have given aid at the point of your stay had we been given the opportunity, and I feel from this you would have been able to supply the Trip Advisor community a more fair and fully accurate review rather than what we have. I made you aware at check in that I was at your full disposal for any help you may require, as well as my colleague taking the time to speak with you upon your return from your afternoon out, but no comments or ask for assistance was made. I again was at your disposal the next morning and recall asking if you had a “nice evening and slept well”. You were complimentary at this point as well at check-out and I enjoyed our brief discussion regarding your day ahead.
Please let me take this opportunity to thank you for your kind and generous custom, as well as your positive comments regarding my check in process, your breakfast and service given at this point.
I remain at your disposal should you wish to discuss further.
Kind Regards,
David Robertson,
General Manager.
gm@rocpool.com
