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Hotel Teatro Pace Questions & Answers

Ranked #175 of 1,276 Hotels in Rome
Rockford, Illinois

Hallo, Hotel Teatro. I opened TripAdvisor just now to link your reviews to an email to my travelling companions. Having read the reply to Sophie, I'm stunned. No matter her position &/or why, the response that was posted to her dissatisfaction reads very poorly -- from the viewpoint of someone about to encourage a group of travelers that your hotel is where we should book. It is an unprofessional rant. A very simple explanation/reminder of your cancellation policy and an apology for her displeasure is all that is needed. (You do apologize, but it gets lost.) If I were you, I'd take your response to her down. I hope I haven't overstepped in my suggestion. But I'm wondering how you'd treat me if I encountered any kind of a problem during my stay with you. And, I'd hope it would not be like your reply indicates -- impatient and abrasive.

8 months ago Answer

2 answers

Property representative
Fabrizio T
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Dear madame, thank you for your kind and valuable suggestion.

I followed your advice and cancelled my answer!!

And I can tell you, I do understand your point of view and I agree with you.

Maybe, a formal reply would have been better for those clients who had read the review, but that review has been really used as revenge by the potential guest, and that's unacceptable.

I can assure you, we work hard everyday to satisfy our guests, and nobody is allowed to damage our reputation for a problem that hasn't been caused by us.

In this answer I tried to be short and direct to the point. Do you think it's better? :-)

So now you can continue to encourage your group of travelers that our hotel is where they should book ;-)

Many thanks and enjoy your stay at the Teatro Pace!

8 months ago Google Translation
Rockford, Illinois
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Thank you for your answer!

Kind regards,

8 months ago
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