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Public Reviews Score
93%

"Very satisfied"

Based on 6,238 reviews across 12 portals
:
No Public Name
Alone
40-49 years
Reviewed: 1 year ago (04/07/2024)
Date of experience: 06/2024

Very nice room, but could not connect to the wifi and i gave up after various attempts.

Dear Mr Erzsebet,
Thank you for taking the time to let us know about your experience. We are happy to hear that you enjoyed your room. However, we apologize for the inconvenience you experienced with the wifi connection. We strive to provide a comfortable and enjoyable stay for all our guests, and will be looking at ways to improve our wifi connectivity. Thank you for choosing our hotel and we look forward to welcoming you back in the future.
with my best regards
Ulrike Kuechle Oguey
public relations manager
By Morgane
Friends
30-39 years
Reviewed: 1 year ago (04/07/2024)
Date of experience: 06/2024

Un accueil très chaleureux, on se sent attendu et c'est très appréciable.
Les petites attentions dans la chambre ont été très touchantes.
Merci beaucoup

Chère Morgane,
Nous vous remercions d'avoir pris le temps de nous faire part de votre expérience dans notre hôtel. Nous sommes ravis d'apprendre que vous vous êtes sentie chaleureusement accueillie et que vous avez apprécié les petites attentions dans votre chambre. Notre équipe s'efforce de créer une expérience accueillante et personnalisée pour tous nos clients. Nous vous remercions pour votre gentillesse et espérons avoir le plaisir de vous accueillir à nouveau à l'avenir.
Meilleures salutations,
Ulrike Kuechle Oguey
responsable relations publiques
No Public Name
Group
60-69 years
Reviewed: 1 year ago (03/07/2024)
Date of experience: 06/2024

Your hotel experience was great.

Dear Mrs Krantz,
Thank you for taking the time to share your review with us. We are delighted to hear that your overall experience at the hotel was excellent and we truly appreciate the positive feedback. Our team works tirelessly to ensure that our guests have an enjoyable stay. We look forward to welcoming you back in the future for another excellent experience.
with my best regards
Ulrike Kuechle Oguey
No Public Name
Couple
60-69 years
Reviewed: 1 year ago (03/07/2024)
Date of experience: 06/2024

The Spa area had limited access for my husband who had difficulty with stairs.

The Suite we we stayed in had very LOW furniture which was a struggle due to discomfort with all the bending over. It was very difficult to negotiate between the coffee area and the end of the bed and bed stool.

The shower floor can get very slippery and the non-slip mat we received from staff didn't work because of the shower textured floor.

Finally, recommend housekeeping wipe walls (higher up) as there are smeared dead bug/insect guts visible on white walls.

*Recommend providing directions to your hotel and/or even offering transportation for certain level of rooms/suites.

Dear Mr Hintz,
Thank you for telling us about your experience at our hotel. We are pleased to hear that you enjoyed our spa facilities and our suite. However, we apologize for the difficulties your husband encountered with the stairs and furniture. We strive to provide a comfortable stay for all our guests and will take your feedback into account to continually improve our services. We appreciate your suggestion regarding transportation and directions to the hotel. Thank you for choosing to stay with us.
with my best regards
Ulrike Kuechle Oguey
public relations manager
No Public Name
Business
50-59 years
Reviewed: 1 year ago (03/07/2024)
Date of experience: 06/2024

a very nice hotel with high standards of quality. Ideally situated in Lausanne (e.g., the station is a few minutes away; prestigious shops are close by). The Staff is very professional and friendly.

Dear Mrs Fleuranceau,
Thank you for choosing to stay at our hotel and for sharing your experience with us. We are delighted to hear that you appreciated our high quality standards, our ideal location and the professionalism and friendliness of our staff. We constantly strive to offer our guests an exceptional stay in Lausanne. We look forward to welcoming you back soon.
with my best regards
Ulrike Kuechle Oguey
public relations manager
No Public Name
Group
80+ years
Reviewed: 1 year ago (03/07/2024)
Date of experience: 06/2024

we stay for only one night and did not have time to experience all the activity of your hotel.

Dear Mr Chiu,
Thank you for choosing to stay at our hotel and for taking the time to leave a review. We are happy to hear that you enjoyed your short stay with us. We hope that in the future you will have the opportunity to discover other activities and facilities of our hotel. Thank you again for your feedback and we look forward to welcoming you back for a longer stay.
with my best regards
Ulrike Kuechle Oguey
public relations manager
By Keller
Business
40-49 years
Reviewed: 1 year ago (02/07/2024)
Date of experience: 07/2024

excellente. Les chambres devraient être renovées/rafraichies.

Chère Madame Keller,
Nous vous remercions d'avoir choisi de séjourner dans notre hôtel et d'avoir pris le temps de nous faire part de votre expérience. Nous sommes ravis d'apprendre que vous avez trouvé notre hôtel excellent. Nous avons pris bonne note de vos commentaires concernant les chambres et nous apprécions votre opinion car elle nous permet d'améliorer continuellement nos services. Nous espérons avoir le plaisir de vous accueillir à nouveau pour un séjour encore plus agréable à l'avenir.
Avec mes meilleures salutations
Ulrike Kuechle Oguey
responsable relations publiques

By Brémont
Couple
50-59 years
Reviewed: 1 year ago (02/07/2024)
Date of experience: 07/2024

Aux petits soins pour nous, calmes, sérieux, bienveillants

Chère Madame Brémont,
Nous vous remercions d'avoir pris le temps de nous faire part de votre expérience dans notre hôtel. Nous sommes ravis d'apprendre que vous vous êtes senti bien pris en charge et que vous avez apprécié notre atmosphère calme, sérieuse et bienveillante. Notre équipe s'efforce de fournir un service exceptionnel et il est toujours gratifiant de recevoir des commentaires positifs. Nous espérons vous accueillir à nouveau à l'avenir.
Avec mes meilleures salutations
Ulrike Kuechle Oguey
responsable relations publiques
No Public Name
Business
70-79 years
Reviewed: 1 year ago (02/07/2024)
Date of experience: 06/2024

Satisfait ni mécontent ninenthousiasmé

Cher Docteur Greber,

Bonjour de l'équipe Expérience Client.

Je vous écris suite à votre commentaire après votre récent séjour. Tout d'abord, merci d'avoir pris le temps de partager vos impressions avec nous.

Nous sommes désolés d'apprendre que votre séjour vous a laissé satisfait, mais sans plus. Nous cherchons constamment à offrir une expérience exceptionnelle à nos clients, et vos commentaires sont essentiels pour nous aider à nous améliorer.

Nous serions ravis d'avoir l'opportunité de vous accueillir à nouveau et de vous offrir un séjour qui répondra pleinement à vos attentes. N'hésitez pas à nous faire part de vos préférences ou de tout aspect particulier que vous souhaiteriez voir amélioré lors de votre prochain séjour.

Merci encore pour votre retour, et au plaisir de vous revoir bientôt.

Cordialement,

Stefano Ciacciarelli
Guest Expérience Manager
No Public Name
Business
40-49 years
Reviewed: 1 year ago (02/07/2024)
Date of experience: 06/2024

Very nice and premium hotel with slightly dated rooms but 5 star service

Dear Mr. Tack,

Greetings from Guest Experience.

I wanted to follow up regarding your feedback. First and foremost, thank you for your comment. It was a pleasure speaking with you over the phone earlier to gather more information about your stay.

Your insights are invaluable to us as we strive to improve our services continuously. We sincerely apologize for any inconvenience you experienced during your stay.

We noted your comment on the post-stay survey regarding our slightly outdated rooms. I am pleased to inform you that we are in the process of renovating our rooms to enhance the comfort and experience of our guests. For your next stay, we will ensure that you are accommodated in one of our newly renovated rooms.

Please be assured that we have taken your feedback seriously and have already initiated steps to address the issues you mentioned. Our team is committed to ensuring that such situations do not recur in the future.

We hope to have the opportunity to welcome you back soon and provide you with a seamless and enjoyable experience.

Thank you once again for your time and understanding.

Best regards,

Stefano Ciacciarelli
Guest Experience Manager
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