Dear Sandra,
Thank you for your review and the comments that you wrote.
We would truly like to apologize for your experience and for not being able to give you the experience we promise to give to our guests.
As you can see it took us two days to reply as we wanted to see from our end what went wrong (speaking with Housekeeping, F&B, and Front Office Departments), and please not take the next lines as excuses but we want to state loud and clear that we treat all our guests equally no matter the gender, sex, race, religion or any other thing.
All our 87 rooms are non-smoking rooms, and the only smoking area is for the rooms that have a terrace in them so that must have been the case how the smoke got close to you, even though the windows of rooms do not open entirely for it to create the idea that you're under a smoking environment. Since the smoke came from outside it is really hard to control the outer environment, but if we have neglected that in some way, we apologize.
And when it comes to going above and beyond for guests, you truly are one of them. Due to your skin allergies, we opened new bed sheets every day for you when the housekeeping did their routine cleaning. So not only washed sheets but brand-new ones. The same goes for other amenities that were used, from the bathroom up to the room. Besides that, when the housekeepers cleaned your room, they offered a special Ozone Air Cleaner just to make sure everything is all right, but you turned that down. We also made sure that your birthday was celebrated decently, and we prepared a special amenity for you as it is an honor whenever a guest decides to celebrate their special day at our hotel. Besides all that, you were offered complimentary drinks, and telephone services, all because we value you and your decision to stay at our property.
By all means, we are not perfect. We have our flaws, and we work daily on them. From all the platforms that a hotel can receive comments, you can never read about us neglecting a client's requests or discriminating against them. If there has been a comment specifically said to you or that has offended you, we would like to take immediate action as that is something we do not tolerate here.
But there's a first time for everything, just like this our first ever 1-star review since we've been opened in 2020.
So, in case you would like to discuss anything, furthermore, please feel free to reach us directly even though we may not compensate for the bad experience, we would like to listen to you and see if we can improve while getting to know your context.
All the best,