Here is the reply hubby got to his e-mail to the hotel:
We are sorry to learn of your disappointment with your recent visit. It is only from our guests’ perspectives that we are able to identify areas where we may make additional improvements.
Please be assured that your comments will be shared with the management team. We truly appreciate you sharing your feedback and hope to have the opportunity to welcome you back to our hotel in the near future.
Thank you for writing.