Esta opinión es la opinión subjetiva de un miembro de TripAdvisor, no de TripAdvisor LLC.
24 febrero 2012
Dear Daniel S,
Thank you for your feedback on Trip Advisor as well as your in-room feedback form which was reviewed by myself and my management team.
It is certainly disappointing that on this occasion you did not enjoy your stay with us and for this we are sorry, as it is so out of the norm from the positive feedback we do received from our Guests.
However, for the benefit of the wider audience on Trip Advisor, and of course whilst inviting all readers to read comments from other Guests so as to get a better overview of our services, I will reply to the comments you made.
1. Our Menu offers a small range of Vegetarian Dishes, however our Chefs are more than happy to oblige to any Guests requests with regards to dietary requirements – may they be allergies, vegetarian, vegan or other requests. A call to the Reception or the Restaurant would suffice to organise this.
2. The information found in your Room Compendium is reviewed periodically and changes / amendments are made during this time. A couple of Restaurants have indeed closed in the very recent weeks since we had done an update of the information. We do endeavour to inform our Guests with correct information, and again, a call to Reception would suffice to find out what to find and where to go – we are also very happy to organise reservations/bookings for our Guests.
3. We are at a loss to respond on your comment on the furniture, as these are top of the line Dedon, which is not ‘cheap’ as you so put it.
4. Once again, we are very surprised with your comment on the ‘poor entertainment system’ we offer, as it comprises; a Sonny Midi Stereo System, a Sonny DVD Player, a Sonny IPod Station/Radio, a 40 inch Sonny LCD TV, free Broadband. This entertainment system is 4 years old.
5. Apart from the standard TV channels, we do offer indeed 7 channels on Sky, which include Sport, Movie, Cartoon and News, as well as the normal other channels – we also offer a selection of DVD available from Reception.
6. We are again surprised with your comment about ‘mould’ in the bathroom as the silicone around the baths and basins have all been replaced in 2011 during our mid-year maintenance. Exit Mould is also regularly sprayed so as to avoid mould and all bath jets are dismantled and cleaned after each stay as per health and safety requirements. We also have regular inspections from Ecolab and the reports always receive the highest marks.
7. The Bed is indeed advertised as Super King but the technical term is actually Split Super King, which is indeed made up of two King Singles zipped in the middle – most hotels around the world use Split Super King beds so as to offer Double or Twin bed configurations. The brand of our beds is Sealy Posturepedic, and again, we receive much positive comments from having such great quality bedding.
8. The Superior Suite you stayed in, offers a separate bedroom, separate bathroom, dining area with kitchen facility, and sitting area, it also has a private deck with ceiling louvers. The size of the room is 55 square meter and the deck is another 10 square meter. Once again, the ‘cheap’ cane furniture is Dedon, a reputable European Brand found around the world in exclusive retail outlets.
9. The rate you paid over the internet through Wotif indeed did not include breakfast, and is clearly specified. It is common knowledge that one can often get a better deal or package by calling a hotel directly, rather than trying to find the cheapest deal available online. We invite Guests to contact our Reservation Desk on our Free Phone number, as found on our web site to discuss their requirements.
10. Contrary to the comment you made on the feedback sheet, we do offer in-room massage treatments, however we prefer to conduct these in our Day Spa facilities which offers 5 single and double treatments rooms, set up for such and making it much more comfortable for our Guests. We also prefer to conduct our Spa Treatments in our Day Spa, from a safety aspect. Again, a simple call to Reception would have sufficed to organise this.
We did not consider refunding part of, or all of your booking, as we did not find your comments justified. We would also be cautious in inviting you to stay again as we do not feel that anything we could do would satisfy your expectations.
Sincerely,
Stephan Rudich
General Manager
Indicar que la respuesta no es apropiada
Esta respuesta es la opinión subjetiva del representante de la dirección, no de TripAdvisor LLC
