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Review:
Overall, we had a pleasant stay. The food was very good and the staff were friendly, kind and welcoming. However, there are a few areas that definitely need improvement. The reception service was not always very precise or professional, and there was some confusion on the day of our arrival, which did not create the best first impression. Another important negative point is the bathroom. There was no bidet or any alternative solution for personal hygiene. For a resort of this level, I find this quite surprising and definitely disappointing. The TV in the room was also very outdated. The choice of channels was extremely limited and, in my opinion, not suitable for an
Reply:
Dear Guest, First of all, thank you very much for your positive overall feedback. We are delighted to hear that you enjoyed your stay and truly appreciate you taking the time to share your impressions with us. I would like to sincerely apologise for your initial experience. Not as an excuse, but simply to provide some context, I would like to briefly explain the situation: You arrived as part of a group of approximately 200 guests. Naturally, our aim is to provide the same high level of service to every guest. However, with groups of this size, there are occasionally situations in which we have to accept minor limitations in our usual service standards. Nevertheless, we are very grateful for your feedback. We have already had the opportunity to discuss your arrival and check-in experience with the trainee who welcomed you upon arrival. We are also sorry that we were unable to meet your expectations regarding the bathroom facilities. In fact, additional bidet are only available in our suites. This is based on a combination of cultural considerations, the historical aspects of the building, and the target-group-oriented design concept of our regular rooms. Thank you for sharing your perspective with us. Feedback such as yours is extremely valuable and helps us to continuously improve our services and facilities. We have also taken note of your comments regarding the TV equipment. We will be happy to include this point in our regular quality audits and review it accordingly. We sincerely hope that, despite some aspects that did not fully meet your expectations, you will retain a positive overall impression of our hotel. We would be delighted to welcome you back and have the opportunity to provide you with an even more enjoyable experience in the future. With our best wishes, Hauke Majewsky Front Office Manager
