We thank you for having stayed with us and for the lovely comments you made on your review.
We - once again - apologize for the inconvenience which you incurred at our hotel.
We do have a very stringent cleaning and control system on hygiene. Every room is cleaned daily with special detergents and checked by a separate team after cleaning.
Your case has been strictly dealt with and taken onboard as to further tighten our control systems. As you rightly stated, since it never happened to us and since we felt responsible we immediately agreed to refund you the total cost of your stay. We gladly noted you were happy with this solution.
The room has been totally re-inspected an no further bugs were found. It is still a mystery to us where it came from as the same room had been occupied every day over the past 6 months without any complain. We daily have guests checking in and out who stay with their luggage in much less hygienic places and do realize that we might have to increase the control level of the guests' luggage prior to check in
We hope to welcome you again in the future as to prove that we can also provide you with a satisfactory stay.
With kind regards
We regret to inform that we strictly reject any allegations made. We have daily 220 guests in our 3 hotels who all use our 4 swimming pools. Total over 12,000 people per year who have NEVER incurred any inconveniences from the water in our swimming pool. We use the most advanced Italian pumps with hardly any chemicals as it is the newest technology available. Our swimming pools are chrystal clear and maintained by a whole team of well trained staff.
The fact that you NEVER reported anything during your stay nor after your departure but purely try to damage the reputation of a very high standard hotel is totally unacceptable
We remind you that Tripadvisor is a medium to share actual experiences with fellow travelers and not a medium to bluntly share obvious lies.