Disaster you shoud avoid! - La Foresteria del Castello Wellness & Spa

Dear Guest,
we're sorry to hear that you didn’t enjoy your holiday, but we are even more
sorry to read the negative comments and criticisms which in our opinion are
undeserved.
First, we want to specify that when you made your reservation through
booking.com, you asked specifically for the room where you stayed, and you
had the possibility to watch an entire photo gallery about that.
In any case, if at your arrival you thought that the room you booked, was
inadequate to your expectations, we would have no problem to change it, but
during your five day stay we never had any request in this regard.
We are always available to solve any problem or request, but it is
absolutely counterproductive and very frustrating not to receive any kind of
complaint from our guests and then, reading negative comments only after
your stay, when clearly we can’t solve anything anymore.
Also, the room you had, is equipped with a large four door wardrobe, as well
as a large chest of drawers: it seems to us, that it is suitable for long
stays like yours, because it can hold a lot of clothes and accessories.
Our breakfast is one of our biggest prides, because it is very abundant and
rich, both for sweet and savory: in 5 days you could taste different cakes
every morning and a wide choice of products: so, we don’t think that your
comment about breakfast and about the service in general, is honest.
The linen is changed every two days, like in any other 4-star hotel, and we
had no problem to change it every day on your request: the cleaning is done
with great precision, but it is true that the hotel is located in the middle
of nature, in the countryside, surrounded by many plants.
About the payment, unfortunately not because of us, but because of a
mistake made by booking.com, the Diners credit card appeared accepted by our
hotel when it is not, but this error was later found and immediately placed:
we must also say that your first credit card, that would be accepted without
any problem, resulted expired, so we apologize you, but it is unfair, blame us about the problem with the payment.
We are very sorry to read your last comment about the spirit of our hotel
and of all the staff: our main goal is always the satisfaction and the
happiness of the customer and for this reason, many of our guests come back
other times to stay to our hotel’s.
We send you our best regards, continuing to do our best in our work, with
passion and professionalism, alway available to talk and to solve any kind
of problem, if it’s faced together.