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.
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!
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