Towers Rotana

Dear Michael, We are truly sorry to hear that certain aspects of your experience did not meet your expectations, particularly regarding the breakfast area and the room environment. Please accept our sincere apologies for the inconvenience caused. We acknowledge the challenges during peak breakfast hours, especially with seating capacity and wait times. While our team is committed to providing warm and attentive service, we understand that structural limitations can affect the overall guest experience. Please know that we are actively reviewing our dining space and service flow to identify feasible improvements, including the number of coffee machines and table turnover efficiency. Regarding your room on the 19th floor, we understand your concern about the presence of smoke and the ashtray. This floor is designated as a smoking floor, and ashtrays are provided in line with that policy. However, had we been made aware of your preference for a non-smoking environment during your stay, we would have done our utmost to relocate you to a non-smoking floor, subject to availability. We regret that this was not raised at the time, especially as the hotel was operating at full capacity. We genuinely value your comments and regret that your experience fell short in some areas. Rest assured, your observations have been shared with senior management for review and action. While we understand your current sentiment, we hope to have the opportunity to restore your confidence in a future stay. Sincerely yours, Imad Akil General Manager