Dear Mrs. Nicole,
Guest comments and suggestions are fundamental for a continuous optimization of our levels of service, for which reason the Hotel's team would like to thank you for assessing your stay with us.
We are sorry that we did not meet your expectations on certain aspects and please note that your comments are of extreme importance to us.
We realized that you enjoyed the location, the view from the hotel and the breakfast, unfortunately your experience was not positive and we apologize for that.
Despite the fact that our hotel changes every year, the size of the rooms is something difficult to change.
We are very sorry about the situation regarding the noise coming from the street. It is a situation that we have no control over.
Our self check-in is a new technology and we are testing it, our main purpose is to help guests and make procedures easier and faster, especially now that many of our guests avoid contact with people. The use of machines is one of the safest solutions, given that the current situation regarding the spread of covid-19 is not the most favorable. We understand your disappointment of not having the standard check-in that we are all used to.
However, our receptionists are always ready to help our guests with whatever is necessary, trying to make self-check-in experience easier and more pleasant.
Our pool is opened for outside guests, but it's clean, it is made by the hotel and when it is needed the barman has to warn our housekeeper. I will pass the message on to the maintenance department and try to solve all the problems you mentioned.
About the lunch box, we will talk to the respective departments and take your review into consideration.
Following the reported situation, we are deeply sorry to know that your experience fell short of your expectations.
For that matter, we would like to inform you that all the given information will be transmitted accordingly to the respective department, as we do want to improve each day with our guests’ suggestions.
We truly hope you will give us the opportunity to welcome you once again, meet your expectations and hopefully to have you as a loyal guest.
Best regards,
Liliana Conde
Manager