Hotel Ocelle Thermae & Spa

Dear Mr. Arnold, it is with astonishment that we read this review! At checkout when we said goodbye you gave a lot of compliments and said nothing. The rooms are scrupulously checked by the housekeeper and the supervisor before being able to assign them to the customers, today we cannot know if you have actually found what you say, but you certainly cannot say that the room was dirty. About bees/wasp nest, we constantly check that they do not form any, if they came from the roof of the hotel, it means they have found a “quiet place” difficult for us to reach. Thanks for this report so now we can immediately proceed (if you had told us during your stay, we would have certainly preferred and we could have settled the matter again during your stay, making the balcony accessible). Above all, it is widely recognized in hundreds of reviews that we take care of our guests and we care about any request: therefore we find it very strange that for you our "reaction is 0"…did you notice at least something at the reception? The sunbeds on the pier are fasten because on Lake Garda the weather changes in 10 minutes, sometimes less, and if they were not, we would have to get back them from the lake with the probability of finding them damaged. However, the string allows to move the beds slightly to rotate them following the sun, while maintaining the distances that the anti-covid19 prescriptions impose. We would have gladly explained these reasons too if only you had shown us your amazement or your disappointment. About breakfast, there are both outdoor and indoor tables: the hotel faces east side, so unless we close the dehor with a fixed veranda, it is impossible to have all the outdoor tables in the shade (we do have several sun-umbrellas), so we also prepare the outdoor ones. The hotel is air-conditioned, but keeping the entire beach front open to allow guests to move easily during breakfast, it is clearly less noticeable. It may be that we started closing the breakfast buffet 5 minutes before the time, but only because all the rooms had already received their service ... for us this denotes efficiency in preparing everything in advance for the lunch service. There are 4 people following the breakfast (in addition to the waiters): 2 in front of the guests at the buffet, and 2 chefs in the kitchen ... it is clear that it takes technical time to replace the trays, it has never happened that the buffet was not equipped as you are trying to allude. Returning to the booking: you phoned because you was unable to book on the booking.com portal (because we no longer had availability): unfortunately, and it does not depend on us but it happens in any automatic booking system, more users see the same things, and until the first transaction is successful, everyone continues to see the availability… which then, perhaps at the last moment, cannot be selected. There have been multiple phone calls while we were trying to find availability for you, who insisted so much. Also on this aspect we cannot agree with you on the concept of "catastrophic", rather that we really work hard, in order to please you (as proof that we take care of our guests). Our booking system is both under control and able to retrace what happened step by step. In conclusion, we are very sorry that you will not want to recommend our hotel, but perhaps, since we are so far from what you expect and how we intend to supply our services, it will be good for both of us. Best regards The Management and all the staff