Wrest Point

Thank you for taking the time to share your feedback. I was very sorry to read about your experience and can certainly appreciate how distressing it would have been to become trapped in a lift, particularly when one of the passengers was visibly upset.The safety and wellbeing of our guests is always our priority. In the event of a lift fault, our team is required to follow established safety procedures, which include engaging the lift contractor, as only qualified lift technicians are authorised to diagnose and release passengers. While I understand the wait for assistance would have been frustrating, these procedures are in place to ensure everyone is assisted safely.I am also disappointed to hear that you felt our team's response lacked empathy and concern. Regardless of the circumstances, our guests should feel supported and reassured during situations such as this, and I regret that this was not your experience.Following the incident, the lift contractor attended and undertook the necessary inspections and actions before advising that the lift could remain in operation. We continue to work closely with our lift service provider to monitor and maintain the equipment.Thank you again for bringing your concerns to our attention. While I understand this experience has left you with a very negative impression of your stay, I sincerely regret the distress and frustration caused.

Copilot said: Thank you so much for your wonderful review! We are absolutely delighted to read that you and your kids had such an enjoyable stay with us. It's fantastic to hear that you loved the location, your Tower Room, and the views on offer. We're especially pleased that you found the room comfortable and well presented, and that the pool and spa were a hit with the kids. Thank you also for highlighting the convenience of our free parking, easy access to the surrounding restaurants, and the Tower's connection to the wider property. Feedback like yours is incredibly rewarding for our team. We truly appreciate your recommendation and are thrilled to know you would choose to stay with us again. We look forward to welcoming you and your family back for another great stay in the future.

Hi SL Wong, thank you for providing your feedback, I have passed it onto the Casino operations team.