Dear lyniApolloBay,

Thank you for choosing to stay at the Ibis Darling Harbour and for sharing your experience on Trip Advisor.

Guest feedback, good or bad is very important to our business as it allows us to gauge the services that we offer and the way in which these are delivered.

In your survey you mentioned that you were trapped in one of the lifts for a considerable length of time. Please accept our apologies for this inconvenience and rest assured that we are following up this matter to ensure our procedures are followed to minimize impacts on our guests and staff.

After investigating your claims we discovered the following;

It was reported in the hotel duty log that once the lift was opened our Assistant Manager did, in fact offer you water and accompanied you outside whilst you caught your breath and to ensure that you were comfortable. Our Assistant Manager also reported that you preferred for a follow up conversation the following day as you were tired from the incident and had a full day of conferencing.

On the 14th it was reported that the Assistant Manager on duty had followed up this incident with you and as a consequence, as a gesture of good, did compensate you. It is perplexing that our reports and your claims do not align.

It was discovered by our Assistant Manager in the a hotel log book entry that there were some inefficiencies that did occur from our third party service provider. We have contacted this provider as we are concerned that it took approximately 15 minutes from when you raised the alarm in the lift to our service provider calling us to advise that there was a problem. As a result, we are now meeting with them to discuss this matter and to ensure that the hotel is advised of such emergencies immediately. Thank you for bringing this to our attention.

Ms Lyni ApolloBay, once again thank you for your feedback and we hope to welcome you back in the not too distant future.