You asked for some feedback so happy to provide it. I am a business consultant so am always evaluating every business I interact with, and thought of some things while I wasthere that could assist you in getting more repeat business.
Apart from the fact that I know your rooms are being upgraded this year (and the room I stayed in this time wasn’t as good as the previous one I had been in) my experience just left me feeling with a lack of attention – both to me personally and also the room (eg finger marks left on windows and mirrors hadn’t been wiped off from the previous occupants). As far as personal attention, it was OK but not exceptional. Staff were pleasant but not actively trying to make my life better. Checkout was a longer than normal experience given that there was only one girl on reception.
If I managed your hotel, I would be looking to teach my people more active ways of being able to connect and assist our clients through eye contact, pro-active assistance, excellence in all areas (cleaning for eg) etc etc. I would also have some of my key people go and stay somewhere like the Pan Pacific Club rooms for a couple of days (where I am now) to learn exceptional service and attention to the small things. I think you could learn a lot from hotels like this.