Dear Madam,
We remember you well.
I would like to point out that your request was perfectly understood before your arrival, but it was at the reception that the confusion occurred. We did mention champagne instead of cava, but we gave you this new information and you did not contradict us. It was at this point that there was a misunderstanding in the final choice of the bottle, and we apologize again.
Furthermore, we are surprised that you gave us such a harsh and hurtful 1/10 when you had a great stay. You had enjoyed a breakfast in your room with VIP service: bottle, rose petals, balloons and a staff at your service even when you asked for assistance. At no time when you saw the bottle of champagne did you indicate that there was a mistake, so we thought that everything was perfect. When you left, we explained all this to you, everything seemed to be settled and understood. It was only afterwards that you complained to Booking.com, instead of talking to us.
We regret that you have retained this single point, and we have indeed not proceeded with the refund since you have accepted and drunk the bottle.
It is a pity to end this on this wrong note, when you had liked everything in the hotel. We would have liked so much to satisfy you and make this stay an unforgettable moment.
Marjorie Delamare,
Hotel Manager Best Western Plus Gare Saint Jean ****
+33 (0)5.56.91.72.16