Dear Sir.
First of all, thank you so much for taking the time to evaluate our performance during your last visit in our hotel.
It is deeply sad to see that we didn`t fulfill all of your expectations, but I do assure your that this is not how most of our clients see us.
I`ve checked the issue regarding the booking, and your promised free upgrade. HRS is a rather new partner for us, and accidently we made a mistake while setting up our profile on their website.
Every hotel can click on, and mark, different extra service and amenities they want to provide their clients with. Neither the management or our receptionist were aware of this mistake, and we have now corrected this on HRS`s page to avoid similar cases in the future. Since we were unaware of this confirmed upgrade, we provided you with the type of room as reserved, a standard single room. Even though this mistake caused a unfortunate start on your stay, I need to thank you for making us aware of this. I am glad to see that our night clerk were able to relocate you into a different room.
I am thrilled to see that you appreciated the size of your new room. In our standard rooms we offer soap from dispensers, and in all up graded rooms you will find products from CO.Bieglow. If you asked our staff, we would of course have provided you with these products free of charge.
When it comes to the problem with the floating, I must highlight how deeply sorry we all are for the inconveniences this might have caused you. As both me and my colleague mentioned upon you departure, we were aware of the fact that some of our rooms have this problem, and that we already were in contact with plumbers and tilers to have this problem solved. Though, it seems to have become worse lately, and thanks to you making us aware of the expansion of this problem, we have decided to speed up the process in having this issue fixes. I can already inform you that the bathroom in your room ( #107) now is fixed, and I hope we will avoid similar cases in the future in this room.
I hope you see that we always struggle to update our product, and to solve issues as smooth and quick as possible. Our afford here should also be visible in the rankings we have maintained on sites as Tripadvisor and booking.com sine our reopening in 2011.
You refused to accept our discount as a compensations for the mistakes you experienced during your visit. I still want to give you the possibility to re-experience our product, and I hope to see you back in our establishment in the future.
If you ever decide to give us another chance, please contact me directly, and I will give an upgrade to one of our upgraded rooms as an excuse, and thank you for making us aware of the above mentioned issues.
Please contact me on: post@sagahoteloslo.no and for your e-mail to be forwarded to me.
Med vennlig hilsen / Best regards
Ronny Wilhelm
Operations Manager