Thank You for taking the time to provide us with a review of your stay. So as to clarify a few things, we should like to address the issues You brought up in Your review.
Concerning the hot tub/Jacuzzi, we notified You via email and You acknowledged prior to arrival that the use of the outdoor hot tub was available as additional service. However, we explained that it was not ready and as such, we would be unable to provide it to You and Your family.
We provided all of the necessary information about available tours and details of the chalet. It was suggested, as an option, for You to perhaps stay in the SnowHotel for one night, but that final decision was made by Yourselves and we had nothing to do with that.
During the peak, winter season bookings are non-refundable. However, for direct customers, like Your family, we offered a free cancellation 100 days before arrival, as late cancellation requests like Yours would have left us unable to book the chalet on such short notice. As You did not meet the 100 day, criteria we were not liable to refund You for this portion of the booking.
Our towels are standard size, European bath towels and there has never been any issue with this in the 9 years of hosting guests.
Rubbish bin is located 10 meters from chalet’s front door, in the middle of the yard. We will see about getting a yard map so as to avoid any confusion in the future. Additionally, thank You for informing us of the issue with the kettle.
Our bed linens are provided to us from a licensed provider and are guaranteed to be clean and bacteria free, and we have never had an issue with this, either. We will follow up with this provider to ensure that the standards to which we hold ourselves are also being followed there.
Yes, hotel rooms are potentially cheaper than an entire chalet for 6-8 persons. We cater to many different guests, but acknowledge that hotels are sometimes the easier option.
We strived to provide You with the most hands-on, attentive service possible. We were in contact via WhatsApp throughout the duration of Your stay, picked Your family up from airport and stopped at a shop on the way to Chalet. You were aware that our airport transfers are additional service and didn't pay for it.
As the owner of NortsaV Tours, I am fully responsible for our tours, services and lodging accommodations. I hold myself and my employess to the highest of standards concerning integrity, customer service and professionalism. It is unfortunate that You have chosen to share Your experience in such a negative light, but everyone is entitled to their opinion.
