Dear Mr and Mrs Styles,
Thank you for spending your time to review us. As we appreciate your compliments about the breakfast and cleaniness, at the same time we are a bit astonished about some of your statements. After working for more than 50 years in hospitality, our family and staff have never, ever been appointed to be lacking of civility and helpfullness. For our customers we have always (always) provided tourist information, as well as we have booked restaurants, train tickets, beach facilities, and so on...
We have offered to give you information about Carrara Marble quarries, Cinque Terre, Parma city ( because one of the girls have a boyfriend that know thecity very well ). As first reaction you laughed amongst you and giggle condescendingly at us, as it was superfluous to you. "I do not need a boyfried" was your answer.......
When you asked the map maybe there was a misunderstanding on the directions
but obviously we do not have much fun sending customers to the wrong places.
We gave you a map, we pointed the Info point, but we are not able to follow every custumer's steps around the neighborhood. In addittion, it is the first time that one of our guests get lost in Marina di Massa....
Second thing, I remember very well when you came back and asked why the tourist office was closed; since we did not find the "correct english words" to say that, we did not remeber about the public Holiday in MASSA, you ended my sentence saying that "you are working hard every day so you might not know everything" which really was not exactly what we wanted to say. Anyway, today it sounds very much like the famous "british humor", to which we are not very accustomed here.
So, even if we work hard EVERY DAY OF THE YEAR with people from all over the world, trying to always meet their needs, we are also aware the SOMETIMES it is possible to find customers that simply are not keen to take our suggestions, to dialogue with us in a gentle way and that would simply put an “ideological” wall between them and us.
About the aircon:
We have chosen a casual day to collect all the aricon controllers because the max temp. in that week of October was 20° degrees (10° degrees during the night) which, in our humble opinion, made, pretty usless to turn on the aricon. This could have been a simple evaluation mistake, and we are sorry about that.
If you really needed cold air that much, you could have asked the controller back the same night to the "night porter", whose role is exactly to fulfill these simple requests.
The day after, you have taken this simple answer from our desk clerk to write something negative.
In the end, we regret this bitterness, wich comes even more unexpected after 5 days when you have constantly been smiling at our staff as everything was running smoothly.
We will continue to work hard for our clients as we have always done over the last 50 years, hoping that this could be classified just an unpleasant misunderstanding.
Meanwhile we send you our
Best Regards,
Hotel Tiffany Family & Staff
