Dear Peder,
We want first of all to thank you for notifying us of your concerns related to your recent holiday with us IBEROSTAR Pinos Park and apologize that you feel you experienced an inconsistency in our service. Your feedback is very important to us and we will be making sure your remarks are bought to the attention of the appropriate management so they can make the necessary adjustments in the areas you highlight in your review.
It has been disappointing to read your comments regarding the amount of younger guests here during your holiday and we would like you to know that we do empathize with you. The average age of our guests depends on the season and school holidays. During these periods our hotel does tend to attract a higher number of families travelling with their children. With this in mind we do provide a wealth of additional facilities and activities for our younger guests including a new water park, separate pool, a MINICLUB for children aged 4-12 years and also a children´s playground. We can only assume that for the period you were staying with us we had an unusually high number of children staying amongst us and we apologize for any inconvenience this caused you
We apologize for not having met your expectations in providing tea and coffee making facilities. It is still not standard practice in all European hotels to provide these facilities in all rooms however we do offer our guests the option to hire them should they wish.
And finally we are glad to read that you enjoyed the way our friendly reception team greeted you on arrival and that you were promptly checked in without any hassle. This is very good to know because at IBEROSTAR we appreciate the importance of how our guests first 10 minutes in reception on arrival and the last 10 on check out can contribute greatly to the reputation of our hotel.
We hope your journey home was a nice and pleasant one and that you will return to stay with us in the future.
Yours Faithfully,
Quality Manager
IBEROSTAR Pinos Park
