We would like to respond to a guest review posted on July 9, 2007 by KillerFrog, Las Vegas. First, I would like to apologize for any inconvenience this guest may have experienced at our hotel. We pride ourselves on our customer service quality, both at the front desk and other departments, and have consistantly rated an "A" on our guest satisfaction scores. The guest states that the front desk staff were "unfriendly and unknowledgable". We train our staff to not only handle guest issues with compassion, but also to keep up to date on all aspects of the hotel and surrounding areas. I am sorry that the guest felt that the front desk staff were less than helpful. We have a very in-depth pest control effort at our hotel with one of the most widely known and professional services in California. We subscribe to this professional service due to the fact that living in the desert warrants a good company for this effort. We always monitor our rooms and call the company immediately if a problem exists. Our housekeeping effort at our hotel rates as one of the highest and we are constantly receiving compliments from guests at how clean our rooms are. We just had our inspection in May, 2007 and received a "4" for our housekeeping. The rating system is "1 being best and 50 being worst". A "4" is very good. I again apologize if there was a housekeeping problem with the room. One problem that was stated by the guest was a power outage that lasted for over 9 hours. The power was out to many businesses and residences as a transformer owned by the power company in this area blew up in the middle of the street a few blocks away. This issue was very bad as it was about 115 degrees as the guest stated. We were told that the heat was one of the reasons that the transformer blew with the overload. This was in no way the falt of the hotel. We gave every guest the opportunity of checking out if they chose without charge. The guest also stated that they were missing a bag during the room change. This incident was reported to the police and completely investigated with all staff members. The guest stated that the housekeeper had "conveniently gone home" after this incident. Per the investigation, and checks of timekeeping records, the housekeeper left exactly when they were due to leave. I am not quite sure which manager the guest is referring to as the General Manager was on vacation that week, the Front Desk Manager had finished his day and the Housekeeping Manager on duty as MOD, states that she does not remember speaking with the guest. Our front desk staff are trained and "empowered" to handle issues. The guest has also stated that "no discount was offered". It should be noted that the guest folio shows that a 25% discount was given at the time a complaint about bugs was received at the front desk and ultimately, the guest checked out and was not charged at all. Again, we want to apologize to this guest for any inconveniences that occurred. We intend to keep our standards high and invite everyone to enjoy the exceptional hospitality and value of our hotel.