Dear Nasser,

I hope this message finds you well. I wanted to take a moment to address the recent events during your stay at our hotel.

First and foremost, I want to express our sincere apologies if you felt mistreated during your time with us. Please know that we strive to provide exceptional service to all our guests, and it deeply concerns us to hear about any negative experiences.

During our interactions, both personally and through our staff, we made every effort to accommodate your needs and ensure your comfort. However, it is essential to address the incident regarding your behavior towards our team.

Regrettably, there were instances where your conduct towards our receptionist crossed the boundaries of respect and professionalism. It was reported internally that you became confrontational when informed that certain services, such as discounts for influencers or complimentary late check-out, were not available. Moreover, your reaction to the reminder of the check-out time the following day was met with loud and aggressive behavior, causing distress to our staff.

I want to emphasize that we have a strict policy against abusive behavior towards our team members. While we understand that situations can be frustrating, it is never acceptable to resort to insults or aggressive outbursts. Our priority is to maintain a safe and respectful environment for both guests and staff alike.

When attempts at communication proved futile, and the situation escalated, it was necessary to remind you of our policies and the potential involvement of authorities to ensure compliance with our check-out procedures.

We sincerely hope you understand that our actions were guided by the need to uphold our standards of service and the well-being of our team. We value your feedback and strive to learn from every guest interaction to improve our services continually.

Once again, we apologize for any inconvenience caused and hope that future interactions will be more positive and constructive. If you have any further concerns or wish to discuss this matter further, please do not hesitate to contact me directly.

Sincerely,

Thank you so much for taking the time to share your positive experience with us! We're thrilled to hear that you thoroughly enjoyed your stay at TWO by Axel.

It's wonderful to know that you appreciated the warm and friendly welcome from our staff, and we're delighted that we could make your birthday week even more special by providing a great room for you. We're glad you found your room spacious, well-appointed, and spotlessly clean - our team works hard to ensure every guest feels comfortable and satisfied.

We're pleased that you enjoyed the breakfast offerings and found our location fantastic. It's also great to hear that you loved our sundeck with the pool - it's always nice to relax and enjoy the amenities during your stay.

Thank you for recommending TWO by Axel! Your kind words mean a lot to us, and we're grateful for your acknowledgment of our wonderful staff. We look forward to welcoming you back on your next visit to Barcelona
Warm regards,

Thank you so much for taking the time to share your experience with us! We're thrilled to hear that you had a wonderful 3-night stay at our hotel.

It's fantastic to know that you found our staff welcoming and friendly, and that you enjoyed the cleanliness and modern amenities of your room. We're glad you found the bed comfortable and appreciated the complimentary towels, shower products, and hairdryer provided.
We're pleased to hear that our location suited your needs and that you were able to explore popular attractions such as the Barcelona Cathedral, Barcelona Beach, and La Rambla Street with ease. Thank you for mentioning the convenience of using the bus, especially with the assistance of Google Maps.

Your recommendation of the nearby cafe/bar, Garbi, and your suggestions for exploring La Boqueria Market and Ciutadella Park are greatly appreciated. We're delighted that you enjoyed your dining experiences at Harry's, La Selva, and Boa Bao.

We're honored to have been a part of your memorable stay in Barcelona and are grateful for your kind words about our hotel and staff. Your tip about using the bus instead of taxis for travel to the airport is valuable information for our future guests, and we're glad you found it easy, cheap, and convenient.

Once again, thank you for choosing to stay with us, and we look forward to welcoming you back in the future! If there's anything else we can assist you with, please don't hesitate to let us know.

Warm regards,