Dear guest littlegypsyau,

Thank you for your effort writing on Tripadvisor.
As we are aiming to provide outstanding customer service, we are sorry to hear, that you did not enjoy the service in our hotel.

Your comments concerning friendliness of our hotel staff and concierge services have been brought to the attention of all relevant departments. We are very sorry for not having been on your attention right upon your arrival. I can assure you that we always try to do our utmost to offer all our guests an attentive service. We will surely find a way to improve our services.

Kindly accept our apology for the inconvenient service at the reception. We already provided our Front Office Manager with the information and for sure we will improve the communication with our guests.

If your travel plans bring you back to Frankfurt, it would be our pleasure to welcome you back in our hotel and convince you from our service.

Best regards,
Management

Dear guest aszanti,

Thank you for sharing your opinion on Tripadvisor.

We are sorry to hear about your experience and disappointment regarding our reception. It is definitely not our standard to keep our guests waiting.

We are very sorry for not having made you feel welcome in our restaurant. I can assure you that we always try to do our utmost to offer all our guests an attentive service. We will surely find a way to improve our services and forwarded your comments to the relevant department.

We are sorry not to have mentioned directly on your arrival that the fitness area is not located within the hotel. Our apologies by the misleading expression that the hotel has the possibility to provide free of charge access to a fitness center located close. At a current stage we are planning a fitness and spa center to be finished in 2013/14. It will be located on top of the hotel. With this we are reacting on behalf of our guests needs and wishes.

If your travel plans bring you back to Frankfurt, we look forward to welcoming you back and to convince you about our improved service.
Best regards,
Management

Dear Rodster13,

Thank you for taking the time to give us your feedback through Tripadvisor.

We feel very sorry for not being able to fully fulfill your expectations during your last stay.
Indeed, we thank you a lot for your evaluation and for your valuable input and your constructive criticism. We will take your suggestions regarding the room into consideration and do our best to realize those to create a more comfortable stay for our guests.

We would like to present our apology for the fact that our room did not meet your expectations in the way that the room smelt of smoke even though it was a non-smoking room.

Thank you for your review. Again, we are very sorry to have not been able to fully convince you with our hotel but we hope we can over meet your needs during your next stay with us.

Best regards,
Management