Ibis Styles Madrid Centro Maravillas recensioner

Svar från boendet: Hello Felipe, First of all, we want to say that we completely understand how you and your mother felt after what happened and this is why we would like to apologize again. Definitely, we made a mistake. The person who was given the wrong key was also a hotel’s client. In fact he was also very surprised and confused when he entered a room that was not his. As human beings, we all make mistakes but we have to solve them and of course learn from them. Therefore, the first thing we did was to talk to your mother, explain what happened, take responsibility and try to find a solution so that they would be as comfortable as possible. Of course we refunded the total value of the night and arranged for them a reservation in a higher category hotel where they did not have to pay anything. Furthermore, once they had already checked-in at the new hotel, our direction department got in touch with them to verify that they were alright and to express again our apologies. We are very surprised by your comments since you imply that the hotel has not taken any action to manage the problem and, although we understand that it is an unusual and atypical situation, the hotel has understood the problem from the moment it happened and we have activated all the means of help and support that were in our hands to find the solutions that best options the needs that the guests raised with us. We are at your disposal for whatever you need Kind regards