Dear Guest,

Thank you for taking the time to write this detailed comment. It is with regret to see that we have failed your expectations in several areas. Please accept our apologies for any discomfort or inconvenience created during your stay. Furthermore, the concerned Head of Departments and the General Manager have been informed, and we are taking the necessary actions to improve following your precious feedback.

Currently, we are trying to relaunch our hotel after the lockdown, day by day, step by step, aiming to reach again the high level of standards that our repeater guests are accustomed to through the years. We have still a lot of things to do to achieve this level. Your detailed comments are of great help to our team to improve in all mentioned areas.

We are very disappointed to read that you were not satisfied with the levels of cleanliness since this is the issue we take most seriously. Our associates are trained thoroughly in the hygiene protocols but based on your feedback we will take the time to retrain them and be more rigorous about this. Furthermore, we are hiring new associates to be able to keep the expected hygiene levels even in very busy times in the restaurant where you had a negative experience.

Your feedback with regards to the coffee offering is much appreciated. It seems that there is a misunderstanding about our offer and we will improve it further to your comments. Our hotel offers unlimited cups of filter coffee, and the possibility to have one cup of another type of coffee or chocolate on a complimentary basis. It is only if the guest would like to have a second cup of another type of coffee that there is a special reduced charge for the guest. Please accept our apologies for the confusion that took place with the waiters with regards to the hot and cold water.

We are glad that you recognized that our bell boys are professionally doing their job and that everything turned out right with your shuttle bus.
Recognizing that our employees are trying and giving the service with heart is such a motivation for the team, and will make sure that we drive all our associates to that level of service and direction.

Our guests usually choose our hotel since we are considered one of the landmarks of Belgrade, and because they do not like to be in crowded areas. Instead, they prefer to be still in a central location which is close enough to all the attractions, reachable by foot or taxi.

Once again, thank you for highlighting important issues we will address and improve in the period ahead of us. We hope that you will provide us with the opportunity in the future to show you how we have improved based on your valuable comments.

In the meantime, we wish you to stay safe and healthy and thank you again for staying at our hotel.

Best regards,

Dear mic770,

Thank you for providing us with such a detailed and sincere comment.
It is with regret to read your review and see that we failed your expectations. Currently, we are in the stage of relaunching our hotel after the lockdown. Unfortunately, during this period we have still not reached our usual high standards in some areas like the ones you referred to. Please accept our apologies for the inconvenience created due to this.

Please note that we had the best intention to open the rooftop restaurant for all the guests of the hotel, to have their breakfast with a spectacular view of Belgrade.
The restaurant was closed since March due to coronavirus, and it seems like you were there on the first day, which we admit was an adapting situation to this new opening.
We are improving every day, and since this is the first week of re-opening, we do our best to upgrade the service and operation of this outlet, also based on your constructive comments.

Your comment means a lot to us, and we take it in serious consideration. All concerned managers, including the General Manager, have been informed in detail. A plan with immediate actions is already in place to help us achieve the usual high standards for which this hotel is known.

We hope to have you back in our hotel to show you how your comments helped us improve and show you how upscale your experience can be this time. This hotel has been receiving excellent reviews before the emergence of coronavirus, and we aim soon again to achieve the same high levels of service for our valued guests.
Thank you again for taking the time to share your experience, and we are looking forward to welcoming you again.

Dear Navigator,

We are very sorry to hear that your overall experience was not in line with your expectation. Please accept our apologies for this.

Furthermore, please note that our offer and service are modified due to the current situation, and unfortunately, the level you are used to is set as a goal for us in the future period. At the moment, we try to bring back the hotel to its pre-COVID-19 era high-level status, step by step, day by day. It has been several months of unusual circumstances for all of us, and we still have to do a lot of things to be able to reach the expected high level of service that our guests are accustomed to. Your precious feedback will be of great help to us to improve in all respective areas, and therefore, we are thankful to you for taking the time to send your comments.

Currently, the food we provide is with limited options, but as from this week, we are applying the new menus, all-day dining options, and with various choices. We are sure that you would enjoy this offer in our rooftop restaurant during your next stay.

We were sad to read your comments for the staff's behaviour, and we were surprised at the same time since we are used to getting positive feedback for our associates in the past. However, we value your feedback and will investigate further in each department, and take any necessary actions in order to regain our usual high standards of associates' professional behaviour that the hotel is known for. Please accept our apologies for any discomfort or inconvenience you felt because of this.

Navigator, we hope to have the chance to host you again and show you how we have improved in all mentioned areas based on your constructive feedback.

Thank you again, and we remain at your disposal.

Best regards,