Dear matyal,
Thank you very much for your valuable time and feedback regarding your experience in our hotel.
I am very grateful for your positive comment about the excellent location, breakfast and staff services.
However, I am deeply sorry that we have not fully met your expectations, since we work very hard every day in order to be capable of fulfilling our guests’ expectations so their stay is a pleasant one. Therefore, I apologise if this has not been the case.
I would also like to thank you for email, as every comment and feedback provided by our guests helps us improve and provide a better service. I can assure you that it will be forwarded to our quality department.
Since our hotel is located in the centre of Madrid, where buildings are old, its rooms have a limited space and cannot be the same size as in other hotels accross the world. Even this being the case, we kindly inform you that we do have superior rooms which are of a bigger size than the standard ones, and we are certain that these can suit your preferences best.
I must admit that it comes to me as a surprise that our showers have not met your expectations, since we are currently working on refurbishing our bathrooms and, as you have been able to notice, only three of our rooms in the entire hotel do have a hydromassage shower. Nevertheless, the following day we were able to provide the expected room.
I kindly remind you that our Front desk is open 24 hours a day so all of our guests can be assisted at any time they need so. Since we managed your change of room, we would have also tried to find towels that could have suited you better. Nevertheless, I will speak to our supplier and look further into this matter.
If you ever decide to give us a second chance, please do not hesitate to contact me and I will personally make sure that you enjoy your stay with us to its fullest.
Once again, I apologise for not having fully met your expectations.
Kind regards,
Eugenio Buyo, hotel general manager.
