Thank you for taking the time to review your recent holiday.
Although I am delighted to hear that your coach crew were excellent throughout, I am sorry that you felt down during your holiday due to the accommodation selected for the tour.
In our brochure and online we do advertise the hotel chosen for the tour, and the 4 star Maritim Magdeburg has featured in our programme for quite sometime. The hotel is positioned in a great central location, and our guests have been well cared for, so we had no concerns before you travelled that any issues would be faced.
I completely appreciate how important it is to have a good hotel base where everyone feels welcomed, relaxed and enjoys good quality meals and service, so I am sorry that you were disappointed by your dining experience. We always recommend if you are unhappy with the meals that receive to mention this to a member of staff or your coach crew so that we have the opportunity to make improvements for you.
Festive traditions can differ throughout the Continent, with many areas celebrating Christmas on Christmas Eve, and likewise when they take down the festive decorations. Nonetheless, I am sorry for your discontent in this regard. Guest satisfaction is our priority so your comments have been noted by our Hotels Contracting Manager to be taken into consideration and liaise with the hotelier fro any possible improvements to be made overall.
You also mention that you were disappointed that there were no tea and coffee making facilities in your room. Unfortunately tea and coffee making facilities are not always available in hotels on the Continent as it is considered to be a very British tradition. We recognise that our guests enjoy a nice cup of tea or coffee in their room so we do encourage the hotels we work closely with to offer this, even at a small charge, however it is ultimately the hotels decision on the facilities they provide in their hotel. When tea and coffee is available we will advertise this in the hotels description, so that our guests are aware of the services each hotel provides.
I do hope that overall you can reflect on your holiday positively and you enjoyed the scenic places you visited throughout. We do have many smaller, traditional or family run hotels within our programme that may meet your expectations, so I am also hoping that we will see you again on a tour in the future. If you do decide to join us again please do speak with our advisers so we have the opportunity to discuss the holiday in more detail with you, to ensure the hotel selected for the tour will be as you are expecting, and you have a most enjoyable time throughout.
Kind regards,
Lorraine
