Dear guest,
My name is Conrad Geske and I am the Assistant General Manager of the Hotel Maison Messmer.
I want to apologize for the poor experience you had in our hotel. I am saddened to learn that none of my team members could explain you the room category properly and that no follow up had been done. This can not happen in a 5-star hotel and is inexcusable.
I personally assume the responsibility for this situation because I am responsible for the training of my team.
It would be great if you could contact me personally so that I can learn more about your experience and the downgrade of your category. I have sent you a message through Tripadvisor and I would be honored if you could reply to it.
I appreciate your time to help me to solve this matter and I wish that we can convince you of our 5-star service level and our commitment to hospitality.
Again, please accept my sincere apologies.
With best regards,
Conrad Geske
Assistant General Manager