Management Response to dear guest!!! Dear Isidor, first of all I would like to thank you for your time taken to reply to my message with your comments which are very much welcomed!!! It is nice to hear from you and I hope my mail finds you all in good health!!! I hope it does not strike you as a suprise when I tell you that our hotel is a 1 star hotel. So I guess this would seem to you that our prices are much higher than you would expect them to be although I believe that price and quality should go hand in hand. It is good to know that you compare us to 3 even a 4 star hotel which is how I consider ours to be among others so thank you for that!!! But if I where to explain to you the real reason behind our 1 star rating you would realise that we could be a 3 star hotel if we choose to. We are a new hotel, built from scratch in 2010 with a lot of heart and effort during the crisis. We first opened our business in July 2010. In order to avoid bureaucracy and get a license fast to operate and not to miss out on the whole season, we applied for 1 star. This enabled us to get a permit fast and to be in business. As in Paralia the law allows us to only have two floors despite that most hotels have 3 or some even 4 floors, we only built the first two with the bridge on the second floor to connect the two buildings. We then legally pursued to get our license. What everyone does after the permit is obtained is to build the extra floor(s) fast and in and in secrecy for if you get caught you may loose your license completely not to mention the fine and that you have to take it down. As most here in Paralia envy our beatiful one star hotel which is the pacesetter of booking of all Pieria region for a fact, you understand the preasure was high to complete our task. As each floor is identical to the others but only your own the third, we followed the demands of our guests to make interconnecting rooms. If the pattern was followed, then in the place of your room a family room would have been placed and not an interconnecting family room which I pursued to be built. That would mean that the other interconnecting family room on the third floor would have been two double rooms instead. This suggests that the bathroom would have been placed where the kitchen was in your room, close to where we had left the instalation of the plumbing and sewerage if we were to make a family room. As a result, if we had made a family room room there instead, that would have also prevented the motor being placed in your bathroom whose existance is to help extract the water towards the sewerage installation where the kitchen is. Unfortunately the water needs a certain slope to sufficiently drain, not to mention the waste from the bathroom, hence our breaking through concrete was not enough to overide this and that is why a motor was placed, to extract the waste. I would like to perceive this as that if this room type was not built in this way, you would perhaps spend your holiday else where. Also explaining the difficulty in construction might make you realise why there was no elevator to the third floor and the anti slip tapes which we considered for all the hotel from the early begging we ruled out as they draw allot of dirt making it not so appealing. Not to mention that it is a shame for the expensive granite we placed on all staircases. For the luggage I will try to assist our guests when possible as I understand the difficulty in climbing the extra floor. For the wind in the balcony I have never spent an afternoon there but as some may be cold and windy, some others may be scortching hot with no wind, so I do not know what to make of this. I will consider it never the less. A microwave I think is too much even for a 5 star hotel but not for a excellently equiped apartment, but we lack the space for one. I like the idea however. A kettle is not to expensive and I may very well purchase some for our family and interconnecting family rooms. :) You are also right about the mirror lacking in the one room and the hangers in the bathrooms, so they will be taken care of shortly!!! Also we are lacking stools for the office where I had brought you an extra chair as everything was done too hasty as I explained. A safe is something that we would have provided you with if you had asked for one. We only have 5 at the time going around but soon this will also be a standard for our 1 star hotel. About the cleaning I have a remark to make as our cleaning ladies get off work at 15.00 each day. The time is hard to be the same each day as some guests leave their rooms earlier or later and as some rooms need to be made from the beginning to be prepared for new guests, so I hope you understand how this is not possible. It is a recommendation I will make to them however to try to follow a certain pattern as much as they can. For the breakfast. You should have seen us last year. We have very much improved but you could not know this. In the begging our hotel was planned to be given to an agency for rent and let them operate it but building it slowly slowly our jewel of Paralia came out and we decided to operate it ourselves. We are addapting to situations as to the requierements of our guests. We have sweeteners on request, also honey is every day in packages as the jams. Hot milk we can heat on the spot for anyone who also requires it. We are lacking space. As much as I would like to be a four star hotel we are not. But very close as you marked. We have no chef, we only have 19 rooms, we cannot afford more staff, our rates are considerably low or average to Paralia with others worse than us. We are trying our best and evolve rapidly. Expensive cheeses and salami I too also enjoy where I pay a little extra for it and not at 20 Euro rates per person per night. The bacon and eggs are also an issue as eggs arent always the same and cooking 3 kilos of bacon takes some time each morning. I too enjoy my bacon more crispy and we are slowly getting there. :) For the channels please consider our size. The channels you mentioned in Greece belong to Nova, who you pay 650 Euros for one channel. Imagine for two in each language. We have a small profit margin. If we had more rooms, you know that I would do it!!! I try my best with the little that I have. That is why I asked you to be gentle on us on what you dislike!!! When I make a 4 star hotel I will ask you to be my guest!!! So please for the effort I put in this job, the reality of things, our honest intentions, our ability to evolve according to the requirements of our guests and our strive to excellence with the means that we have, give us a fair rating on booking where everyone will read your comment for 14 months and our little business depends on every little remark good our bad as it changes our average score which is what got you here in the firsts place. Please know that your remarks have been recorded and will be applied where possible. We are sorry for every little imperfection but we are getting there!!! So please recommend us to everyone you can as we need all the help we can get and if you trust that they will have my attention!!! Thank you once again!!! Looking forward to having you as our guests again sometime to see that some advise has been taken into account!!! Until we meet again... Sincerely yours, Nikos Karastergios Hotel Manager Panorama Inn Hotel panorama-inn.gr Quoting isidor popov : [Απόκρυψη κειμένου σε εισαγωγικά] Dear Nikos, Thank you for your letter. You are right, we had a pleasant stay in Panorama Inn Hotel. We love Greece, love Paralia-Katerinis and are always very happy to spend some days there. That was our first visit in Panorama Inn. I don’t know exactly how many stars Panorama Inn has. If 3*** - the prices are some higher, than expected in Paralia. If 4**** - the prices are reasonable, but in this case I have some remarks and recommendations. We saw your personal strong desire to achieve and keep a high level of services in the hotel. Therefore only my purpose is to be useful for improvement of services. The location and architecture of hotel are very good. Personnel are very friendly and correct. Nevertheless: - It is difficult to clime from second to third floor with suitcases without elevator; - The stairs from second to third floor are too steep and slippery. It will be good to stick any anti-slide strips on the edge of steps; - The terrace of family-rooms is excellent, but it is not a pleasure to have a drink there, it is too windy there. In my opinion, you have to install some glass or plexiglass or plastic vertical shelters at one or two sides of terrace; - The kitchen is very well equipped, but the most important things like microwave furnace and electric kettle are missing; - The system for extraction of waste water from the bathroom is too too noisy. These family-rooms are for four persons and everybody visits this room several times per day (and night). Every time, especially in the night, this terrible noise strikes the brain. We were very nervous of it; - The shelf in the bathroom is too small for 8 towels (4 persons x 2). You have to install any small hooks on the back side of the doors; - One of the rooms doesn’t have a mirror. Many times per day, when somebody wants only to look at himself in the mirror, he must enter the bathroom or to wait other people to enter there. Please, find a suitable place in this room for a mirror; - All 4-stars hotels have a case with electronic key in the rooms. People come here for vacation, for recreation, and they bring private documents, passports, precious things and money with them. What they have to do? This is a big lapse; - The lady’s made are coming for cleaning the rooms every day in different time, most usually 3-4 p.m. This is not convenient. It will be better if they will come in the same time every day and in the morning; - Your breakfast is excellent for 3-stars hotel. But if your hotel pretends for 4 stars, the breakfast should be better. Normally, 4-stars hotels propose for breakfast at least 3 kinds of expensive cheese, 3 kinds of expensive salami, even 2 types of salmon. Here there is no sweetener, honey, hot milk. Especially for tea, the cups should be bigger; - The good fried bacon must be without liquid fat, but dried; - Two days I was the first for breakfast, but the food (eggs, bacon etc) was cold and from previous day. If you invite the guests of hotel for breakfast at 8 a.m. everything must be ready 10 min. before coming of people; - I see in Internet, that your hotel has more and more foreigners from Russia, Romania Bulgaria etc. In this connection you have to contract with your TV provider at lest 2 TV programs for each nationality language, some international News and Sports programs, Animal Planet, National Geography, BBC, CNN. More attention on this question; I am afraid, that my list became too long. My only purpose is to help you in your strive for perfection. In any case, these recommendations are only for you. For booking I will send my quite positive opinion. Once again, thank you for your services, for your personal special attention to me, to my wife and our family friend. I wish you success in your business. Maybe some day, sometime we will be guests of Panorama Inn again. Best regards to you, your family and your little sweet daughter. Isidor
Posted on: Thu, 11 Jul 2013 22:14:20 +0000
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