Dear Pricer,
Thank you for your review. We are glad for the good words you spent for our property but really sorry for the opposed disappointment that you expressed.
I think it is important to mention that during your stay none of us Managers had the pleasure to meet you. Those you meet are employees. After reading your review, we took time to talk with them in order to have a better idea of what was your experience with us. What we understood is that the day after your arrival you mentioned the fact that the day before you smelt smoke in your room. The answer of our employee was that your room, as all our rooms, is a non smoking room and it was strange for her that you had smelt smoke inside. She supposed that maybe the smoke arrived from the street or that a previous guest had smoked in the room despite the “non smoking rule”. She says that she apologized for the discomfort but since the smell wasn’t there anymore she thought there wasn’t much she could do anymore. She would have certainly offered you to change room is the smell was persisting.
You wrote that you were aware that we do not serve breakfast in our property yet you appear disappointed because you found complementary coffee, tea and cream together with the facilities to make it… This isn’t easy to understand for us: you complain for getting for free something you didn’t expect to get?
Anyway, concerning your suggestion to renovate our property, I am glad to inform you that it is already planned a renovation for next month. Although the property was opened in 2010, we are aware that white walls and furniture are more likely to ruin and need more attention than others.
You might not know but we Manage a total of 3 properties and this year we started renovation of all of them. The first one was completed in December; A Peace of Rome, as I said, will follow in January. It is a big effort for us but, as from the beginning of our Management, we want to offer to our guests the best possible experience, always. That’s why we started this renovation despite the difficult economic period we are experiencing. Since we started our business in 2009, the market is becoming more and more competitive because of the opening of thousands of unprofessional properties that are making the market collapse, offering low prices but also low services. We started this business having an high professional background and are trying day by day to stay alive in this kind of market, keeping the standards high although the revenues are dropping. For this reason your disappointment is even more unexpected and distressing for us.
We hope that you will come back after the renovation and change your mind. We just have one request, to you and to all our guests. If ever there is something that you think we could do better, don’t wait to go back home and then complain on the distance, when we really can’t do anything about it and your comment will damage us, probably more than you think. Talk clearly with us while you are here and help us to offer you the best possible service.
Thanks again for your feedback, we would welcome you back any time in the future.
Best Regards
Daniele