Dear Mr./Mrs. JSL88,
Thank you for taking the time to give us your opinion on your recent stay, as your opinion is always essential for us to improve how we work.
We would like to apologise for not meeting your expectations with your accommodation.
We have taken immediate action and we are working together with the housekeeping and maintenance teams to amplify the standard controls each accommodation is subjected to before the Guests' arrival, to prevent such inconveniences from happening in the future.
Please note the following:
- We made a refund for the amount of the UpSelling, charged upon arrival, as this was not the original room you booked, but with a much better deal than the real amount difference between the tipologies (3 tipologies above).
- You were shown both rooms before any decision to pay a difference to have the Suite instead of the original room (Superior Garden View) and no bad smell was detected then.
- We prepared the original room for you to change back, or even 1 tipology higher, in case you thought the problem presisted in the Suite, willing to refund the amount of the UpSelling right away, for both nights.
- Having presenting you with good options of solutions, our management did not find the second night suitable for a total refund.
We really hope that you will give us another opportunity to host you and rebuild your full trust in the future.
It was a real pleasure for us to have you as our Guest at Pousada de Sagres.
Kind regards,
Miguel Joaquim - Front Desk Manager
Pousada de Sagres