Princess Sun Hotel & Spa

Dear Kevin, Thank you for choosing Princess Sun Hotel & Spa and for taking the time to provide your feedback. We take all comments seriously and strive to continuously improve our service. I would like to address a few points to ensure there is clarity regarding your experience. Regarding the family room, please note that the room type you booked is a standard family room, which is clearly detailed (with photos as well) in all our promotional materials, brochures, and through travel agents. All guests have access to this information prior to their arrival. While we understand the room layout did not meet your personal preferences, it is important to highlight that the room is designed for functionality and is not categorized as a luxury suite or presidential suite. We hope this provides a bit more context regarding the space. As for the fire-affected area, the forest fires two years ago, have been devastating, and the impact on the surrounding environment is indeed unfortunate. However, this situation was widely covered in the media, and we believe all guests were aware of the circumstances prior to booking. While we sympathize with the challenges the fires may have caused, the situation and the view is beyond our control. In relation to the spa and gym rules, our policies, including those concerning children in the spa and fitness areas, are in place for the safety and comfort of all guests, particularly the younger ones. You were informed of these rules as soon as your concerns were raised, and they are clearly outlined in the information provided to you before your stay. These types of guidelines are common across most hotels and resorts, as they ensure a safe and enjoyable environment for everyone. Furthermore, we offered to accommodate your children in our kids' club to allow them to enjoy their time in a supervised and safe setting, but this was declined. We truly believe this would have been a great solution for everyone involved. Regarding the water quality, we have never received by you any prior complaints about the taste of the water during your stay but we will investigate the matter as part of our improvements. Our hotel provides water dispensers in staff areas, and no member of our team consumes bottled water in public spaces unless they purchase it from the supermarket. We assure you that bottled water is priced at standard market rates, and we work hard to provide our guests with access to fresh, refillable options. Lastly, we are proud of the positive feedback we consistently receive from guests across various review platforms, and we remain dedicated to ensuring all our guests have an enjoyable experience. We regret that your stay did not meet your expectations, but we appreciate you sharing your thoughts, even if some of these may seem a bit excessive, as all that was requested was to follow certain rules.. We wish you all the best in your future travels. Sincerely, Princess Sun Hotel & Spa by H Hotels Collection