Dear Mr. Gaydarov,
Thank you for taking the time to tell us about your experience at the Mercure Barcelona Condor. We are sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
We attempted to provide you with a variety of options to ensure a better stay with us. My colleagues on the front desk and I informed you that you were given an upgrade to room 601, which has VIP amenities (bathrobe, slippers, VIP welcome, etc.) which also has a balcony with views. As indicated later, that day the hotel was fully booked and we did not have a junior suite or a room with a terrace available for you to change, if by any chance we had one we could have given that room without hesitation. We showed you two standard rooms, 212, an interior double room, and room 303, which has two beds and with views of the street. In the end, you made the decision to stay in room 212.
Later that noon, you went to the front desk asking for Maria (General Manager), who unfortunately at the time she was on a teleconference and couldn’t assist you. However you came into the office twice, in both occasions we explained the reason why we couldn’t give you another room because they were already occupied by other guests and you tried to verify it yourself by knocking the door.
We tried our best and gave you our best options, offered you two rooms in hopes that one of them would be of your liking, and we also offered you the option to cancel your reservation without any fees and our help to look for another Accor hotel; all these options were refused.
We strive to provide a superior service experience for every customer; therefore your feedback is very important to us.
Sincerely,
