Neptune Luxury Resort

Please be informed that the location of our hotel is clearly indicated in all brochures (also in the one of TUI) as well as on our website and nowhere it is indicated that there is a beach promenade (as there isn’t one). Also, the bus stop is about 400m. from the hotel, which should normally be a 4-5 min. walk. Our rooms are about 15 years old and very well maintained. Despite this, we have started a full renovation of all our rooms and we already offer 94 renovated rooms and we will increase this number during winter with another 130 rooms. That our rooms are, despite their age, in a good condition can also be seen at the review rate we receive from the other guests as this is still very high. Further, the remark regarding the mattresses struck us, as they are only 3 years old and from an international well-known brand. It is correct that in most of our rooms we offer 2 single beds, but for those guests that prefer a double bed, we put the two beds together and add a double mattress on top to create a comfortable double bed. After receiving the complaint of a bad drainage smell in the room, someone from Housekeeping was immediately send to the room and, although no bad smell was detected by them, an extra cleaning was initialized. Also, the guests that stayed previously and after this family in the room, never complained about a bad smell either. As the next morning the guests still complaint about a smell, a room change was offered, with 3 choices in the same category they booked as well as a higher category, this against a charge due to the higher category. The guests decided to change to a room not far from theirs in the same category on the ground floor and once they moved to this room, they seemed satisfied as every time we asked them if everything was ok they replied positively. Only one time these guests indicated that there were some ants on their balcony, which was solved immediately. Unfortunately, it is difficult to keep up with nature, especially when the rooms are surrounded by gardens and are situated on the ground floor. We do our best, but we are not always able to solve this to everybody’s satisfaction. We are surprised about the very bad rate given for our hotel, although we should not be, as these guests already indicated that they would do so if we would not provide them with any compensation, something we did not do. Our hotel has an excellent rating all these years as it is interested in its guests and their well-being and we take our responsibility towards our guests very seriously, but we never act under the pressure of a threat and will never do so. Yours sincerely,