Shambhala

Dear Guest, Thank you for sharing your thoughtful feedback. We truly appreciate you taking the time to highlight this concern. We sincerely regret if any of our previous responses came across as dismissive or caused discomfort. That is certainly not the intent of our communication. Our priority has always been to address every piece of feedback with care and transparency while ensuring that we are able to accurately identify and resolve genuine guest experiences. At times, when we are unable to locate a reservation, our intention in requesting additional details is to better understand the situation and investigate it thoroughly. Our aim has always been to address feedback with transparency and care while ensuring we are able to accurately identify and resolve genuine guest experiences. At the same time, we would like to share that, like many hospitality brands, we occasionally encounter reviews that are not based on actual stays, including certain one-star ratings that may not be intended to provide constructive feedback but rather impact the reputation of the property. In such cases, requesting booking details becomes essential, as there is no other way for us to accurately locate a reservation or investigate the concern further. That said, we fully acknowledge that requesting such details in a public space may not always convey the level of discretion and sensitivity we strive to maintain. Your feedback has been invaluable in helping us recognize this, and we are reviewing our approach to ensure our responses remain respectful, guest-focused, and solution-oriented at all times. We deeply value authentic feedback, as it plays a vital role in helping us improve and deliver the experience our guests expect and deserve.