Kuoni staff in Winchester very helpful, finding us daytime flights. On arrival in Seville, first impression was poor; streets were dead, lots of roadworks around, hardly a restaurant in sight at...
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Paul
Kuoni
1 day ago
Thank you for your feedback
Thank you very much for taking the time to provide such detailed feedback following your recent holiday to Seville. I was pleased to read your kind comments about the team in Winchester and that they were able to help find suitable daytime flights for you. Your recognition of their service is greatly appreciated.
I am sorry, however, that aspects of your experience in Seville did not meet your expectations. It is clear from your comments that the location of the hotel and the challenge of navigating the city in such exceptionally high temperatures made parts of the trip more difficult than anticipated. Whilst I am pleased to hear that you enjoyed the architecture, local cuisine, river cruise and the hotel's breakfast and service, I can understand how the practical realities of getting around affected your overall enjoyment.
I was also disappointed to read that you felt your concerns were not fully understood when you raised them during your holiday. We always strive to listen carefully to our customers' experiences and provide support that reflects their individual circumstances and perspective. Your comments are valuable and will be shared with the relevant teams so we can learn from your experience.
Regarding the minibar charge from Hospes Las Casas del Rey de Baeza, I completely understand why this would be frustrating, particularly when you are confident that no items were consumed. It may well be an administrative error, and I would encourage the hotel to investigate this further if they have not already done so.
Thank you again for your honest feedback. Whilst I am sorry that parts of the holiday did not live up to your expectations, I am pleased there were elements of the trip that you enjoyed, and I hope that the memories of Seville's beautiful architecture, culture and cuisine will remain positive ones. We genuinely value your custom and hope to have the opportunity to help you plan another holiday in the future.
With best wishes,
Paul Hermann
Trusted Customer
13 hours ago
Hi, I received an email from Customer Services today and, for your information, sent this return email.
Dear Customer Services/Wendy Humm
Thank you for your email received today. We are a bit surprised as we did not make an ‘official’ complaint but simply gave feedback when requested (containing positives and negatives). No doubt everyone does their best but the main issue now is the email we received from the hotel which we attach below to this email.
We did not respond to the hotel as we did not know if it was a scam asking us to pay money over a link or just an admin error by the hotel as we did not take anything out of the minibar during our stay. We are now home and the Seville city break is behind us; we look to booking another break hopefully in the Autumn. All we ask is that you check the email copied below regarding the 11 euros we do not owe and cancel it please. Many thanks
R\egards
R A and A D Reynolds.
Dear Mrs. Reynolds,
We hope you enjoyed your stay with us and that you will visit us again soon.
We are contacting you regarding a minibar charge that was not included in your bill. The charge would be 11€, one water and one chocolate.
You will receive an email with a link to make the payment easily and securely : https://sis.redsys.es/sis/p2f?t=46C539E52504DF97F633E619F54B68940BD75CAC
We remain at your disposal, and please inform us when you have done.
Have a nice day,
Inmaculada Cañadas
Recepción
Hotel Hospes Las Casas del Rey de Baeza ****
HOSPES HOTELS - FIND, FEEL, BELONG
Pz Jesús de la Redención | 41003 Sevilla
T +34 95 456 14 96
reydebaeza@hospes.com | www.hospes.com
Paul
Kuoni
13 hours ago
Great to speak to you. Customer Relations will come back to you directly.
Best Wishes
Paul
Hotel evening menu could have more choices
And lunch by the pool was ok but could be a bit more flavoursome
But Kuoni staff Maya
was very helpful as were Liverpool
Staff
Lucy
Kuoni
2 months ago
Dear Client
Thank you for your review and your kind words about Kuoni staff. Your comments regarding hotel food will be fed back to our Product Team.
We hope to help once again in the future.
Best wishes
Lucy Hughes
Store Manager
It wasn't quite the five-star experience I'd hoped - and paid - for. Hotel fell short of expectations. First booking with Kuoni, and not sure I'd do so again. Pleasant Kuoni staff, though.
Good Afternoon,
Thank you for taking the time to leave us your rating based on your recent booking experience with the team at Kuoni Harrogate.
We’re delighted to have the opportunity to look after your holiday plans and look forward to continuing to support you on your Kuoni journey. We’ll be on hand for anything you may need in the lead‑up to your departure.
Kindest regards,
Sam - Store Manager
Kuoni Harrogate
Hi Andrea,
Thank you for sending through your feedback and I am so pleased you had a great time in Tenerife. I can see your personal travel expert Natalie has already called to welcome you home and has noted what a lovely time you had.
Please do let us know when you are ready to start planning your next trip.
Kind regards
Melissa
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