Dear Mrs EmmaThank you very much for your time after your departure, in order to share your experience with other travelers.We are usually famous and this is recognized by most of our Guests, for the excellent service but also for the fact that we pay great attention to every detail.We are really sorry and we would like to apologize for the fact that this time we did not meet your expectations but...we can't offer upgraded rooms for FREE.When you have booked a specific type of room, you cannot ask for a room upgrade even without paying the difference. You booked a standard room with panoramic views and we gave you exactly what you booked (No superior, No executive, No deluxe).From what you will read, your comment has nothing to do with other comments from our guests and even when you have only stayed a few hours at our hotel.We also mention that you arrived late at night at the hotel (except for the time at the check-in) without informing anyone about your late arrival.

Dear customerHow many hotels did you leave before you come to ours?You came to our hotel for 2 nights.You closed a different room type and requested an upgraded room but without wanting to pay.We finally gave you much better rooms than what your travel agent had booked in our hotel.You are very lucky to have not charged you for TV control and the hotel's towels you destroyed.