A bad apple in the low management level….

Dear GoPlaces622919, Thank you for taking the time to share your feedback following your recent stay with us. First of all, we are truly sorry that your arrival experience did not meet your expectations and that you left with a negative impression. This is certainly not the feeling we ever wish our guests to take away from Hotel Botánico & The Oriental Spa Garden. We would like to respectfully clarify a few points regarding your comments. You were always guaranteed the room category reserved, which was fully provided. Due to unforeseen operational circumstances and exceptionally high occupancy on the day of your arrival, it was unfortunately not possible to allocate the specific room number or floor initially requested. This situation was clearly explained to you at the time, together with our sincere apologies and the confirmed solution of moving you to your preferred floor the very next day, which was honored. Regarding your comments about our Reception Manager, we would like to emphasize that she acted professionally, calmly, and in accordance with our service standards while managing a complex situation under pressure. At no time was there any intention to appear discourteous, and we regret that her explanation was perceived otherwise. We are pleased to note that you found the rest of our team excellent, and we thank them for their continued dedication and professionalism. While we regret your decision not to return, we genuinely appreciate your feedback, which we take seriously as part of our ongoing efforts to improve. Should you ever reconsider, we would welcome the opportunity to restore your confidence in our hotel and service. Kind regards, Lilia González Director of Operations & Human Resources Hotel Botánico & The Oriental Spa Garden