以下是本酒店根據閉路電視記錄，認為必需要作出清晰的說明，以協助閣下明白當晚之實際情況，敬請留意內容，如有需要，我方願意提供相關的圖片和片段作為證據。The following explanation is based on the CCTV recordings, it provides a clear picture of the actual situation on that night, please note the content and we are willing to provide relevant photos and clips as evidence if necessary.該顧客在8月26日凌晨一時登記入住，當時只有兩名女生check-in，但後來前後共有七個人進入房間，酒店前台職員已即時致電到房間，通知住客只限兩人入住，客人當時表示明白，他們也會很快離開，而後來這七個客人的確離開外出消遣。The guest checked in our hotel at 1:00 a.m. on August 26th, at that time there were only two ladies checking in, but later a total of seven people entered the room, our staff at the front desk immediately called and informed the guests that only allowed two people staying in the room, the guests responded that they understood and those people would be leaving very soon, the seven guests did leave the hotel later in a while. 但相隔兩小時後，他們陸續回來，酒店前台職員已經立刻致電到房間說明酒店政策，他們又表示去完廁所就離開，本來承諾給他們30分鐘作酌情處理，但之後他們都要拖延到45分鐘後才願意離開。However, two hours later, the seven people came back one after another, the front desk staff once again called the room immediately to explain the hotel's policy, they replied that they would leave after using the toilet. The front desk staff promised to give them further 30 minutes as discretionary, but they had procrastinated 45 minutes before they were willing to leave.我們從事酒店業務多年，面對顧客作出投訴， 當然也想知道理據，讓我們可以作出適切的改善。We have been in the hotel business for many years, when we receive complaints from the customers, we certainly want to know the entire facts, so that we can make appropriate improvements.而這次收到的劣評，是否因為我們的客房，無法滿足他們容納到七個人的空間，因此要作出投訴呢？此外，相信客人如有需要，即使下次再有機會光臨，請遵守酒店守則，敬請理解每個行業的相關政策，大多酒店有規例訪客晚上12點前就要離開。And in response to the bad reviews, is it because the capacity of our hotel room unable to accommodate up to seven persons so they have to file a complaint? Furthermore, if the guests have the opportunity to choose our hotel next time, please abide by the hotel's code of conduct and kindly respect the relevant policies of each industry. Most hotels have regulations that visitors must leave before 12:00 pm.再者，請留意他們登記入住是凌晨時份，七個人在房間裏內的吵吵鬧鬧聲，當然也會影響到同層的其他住客。如果客人願意作出回覆，請問又會否為自己的不當行為而感到歉疚呢？Moreover, please note that it was early in the morning when they checked in, the noise of seven people will certainly affect other guests on the same floor, in fact, would they feel sorry for their inappropriate behaviour?謝謝 貴公司的理解和耐心閱讀，我們也期待盡快得到閣下的回覆。Thank you for your understanding as well as the patience in reading this, we look forward to hearing from you soon.

Thank you for your comment. I am sorry to disappoint you, but we can’t free upgrade a standard room to the most expensive room without a reasonable charge. Hope you will stay with us next time, and we will try to offer you a late check-out or early check-in if room available.