I am extremely disappointed with the service I received during my recent stay. I specifically requested a non-smoking room, but upon arrival, I was given a room that clearly smelled of smoke and even had an ashtray on the table. When I raised this with the reception, I was told it was a non-smoking room, only to later be informed that there were no non-smoking rooms available.
I felt forced to stay in that same room, which was very unpleasant. I asked housekeeping to freshen up the space, but the smell was still unbearable. I ended up spending the night at my flat instead. The next morning, I returned with a friend just to make some use of the room I had already paid for, but the odor was still intolerable. We left shortly after, deeply disappointed.
What made the experience even worse was that no one made any effort to resolve the issue—no room change, no upgrade, not even an apology or gesture of goodwill. I would have gladly paid extra for a more comfortable experience, but it felt like customer satisfaction was not a priority at all.
I hope this feedback is taken seriously, as no guest should have to go through such an experience.
Versailles by Vieras Hotel
Dear Valued Guest,
Thank you for taking the time to share your feedback. I’m truly sorry to hear that your recent stay did not meet your expectations, and I sincerely apologize for the disappointment you experienced.
We strive to provide every guest with a comfortable and welcoming experience, and it’s clear we fell short in your case. I would greatly appreciate the opportunity to learn more about what went wrong so we can address the issues directly and ensure they do not happen again.
Please feel free to contact me directly at [your contact info or email] so we can discuss your concerns in more detail. Your satisfaction is very important to us, and I hope we can find a way to restore your faith in our hotel.
Kind regards,
Anil Kumar
Front Office Manager
