ibis Bucharest Politehnica 3 つ星

Dear Mr. Nayman, Thank you for choosing to stay at ibis Bucharest Politehnica. We were sorry to learn of your recent feedback and complains during your stay. Please be assured that we have taken your report very seriously and have conducted a thorough investigation internally: Following the complaint received, I had a detailed discussion with each department. I will address this complaint point by point: 1. Unfortunately, the issue of taxis and Bolt cars operating airport transfers and cheating customers is an old and unresolved problem. What we can do is (and it has indeed been done, as the customer acknowledged) to "mediate" the conflicts that arise between the parties. In this case, the driver and the guest brought into the hotel were arguing and shouting at each other, where there were other guests present at the reception. My colleague Raluca told them to calm down and to move their discussion outside if they had no intention of stopping. Afterwards, a second colleague intervened and de-escalated and resolved the situation as the guest mentioned. We can help you with our profession pick-up, but the rate is 30 EUR/way, and need to be booked in advance, as it is an external company the provider. 2. The wardrobe issue: That's correct, this is the new standard for Ibis Agora concept, you will find this type of wardroom in all Accor - Ibis hotels! There is not actually a storage wardrobe in the room (as most of us know how a wardrobe should look) and this creates discomfort, especially for families with small children who stay more than 2 or 3 days (because they simply don't have storage space and have to keep their clothes in their luggage). For a short business trip of 1 or 2 days, it may be considered okay, otherwise, it's not! The shelves are part of the design concept of this hotel and often seem to not be the happiest choice!! 3. Regarding the part about 'taking the lift', on that day we had a Jazz evening in the lobby (Ibis Music concept), which attracted a high level of live background music that made communication and also hearing the phone difficult at certain moments. In addition, at the reception, if you have clients to talk to, and you are the only person on duty (as often happens, including that evening)... yes... you deal with the one you have in front of you and are unable to immediately answer the phone. Guests at check-in are given 2 cards, one to stay in the special slot in the room to keep the electronic devices powered on, and one that the guest keeps to access the lift (which does not require a card to go down to the ground floor, only for going up to the floors). Regarding the air conditioning problems, the receptionist informed the guest that someone would restart the air conditioning system (which has quite a few defects in this regard and needs to be adjusted manually all the time when problems occur, problems that arise on occasion) to resolve the situation, but she stated that she informed the client that no one would actually come to the room! It is the kind of problem that is resolved from the technical space. Also, she should not have gone into too many details about the shortcomings of the technical team (to ensure a technical service on standby, there should be more people in this department, and that’s why when problems arise, we 'help' each other as best as we can as a team). The same can be said about the housekeeping area, which does not exist after certain hours, and then, those problems that arise on the spot (such as providing linens, towels, extra beds, baby cribs) are addressed with the help of other colleagues present at that moment. The problem with the towels was resolved in this manner that evening with the help of the guard colleague! 4. Regarding the coffee set, it is only available in the upper rooms, and upon request, it is at an extra cost … to the respective guest, as a commercial offer, no fee was charged to them. 5. Restaurant : Yes, it is true, we have water and juice machines in the breakfast area which closes at 10 AM, and the restaurant team prepares for the rest of the day's activities (cleaning, mise-en place, etc.). Over time, during breakfast, this tendency of customers to fill various containers with both water and juices has been observed. The machines are not set to fill anything other than cups, and therefore, liquids always spill over without the customers caring about what they leave behind. Because of this, we have had incidents with other customers who slipped, and even team members have experienced this. That is why we have some messages written in a very formal way drawing attention to these issues. This guest wanted to enter the restaurant after closing (the hours are posted at the entrance) and, moreover, we have some isolation panels that suggest quite well that access to the restaurant at that moment is closed. Often, customers ignore this and enter the restaurant at times when the team is busy cleaning up. This customer did the same thing and was directed to the bar where he was served with what he wanted, warm water for the child's needs, by one of our team member. At Ibis, the comfort and trust of our guests are of utmost importance, any incident of this kind is treated with the highest level of attention and care. We sincerely hope that this isolated incident will not overshadow your overall impression of our services, and that you will give us the opportunity to welcome you again under more positive circumstances. Thank you once again for bringing this to our attention. Please accept our sincerest apologies and our warmest regards. How can we compensate to you? Kind regards, Raluca & Ibis Politehnica’s team

Dear Guest, Thank you so much for your amazing feedback! We’re delighted to hear that you had a pleasant stay and that everything met your expectations in terms of cleanliness, comfort, and organization. A special thank you for mentioning Cornel — we’re proud to have him on our team, and your kind words will certainly make his day. We truly appreciate your recommendation and look forward to welcoming you back anytime! Warm regards, Rodica Stanculescu Front Office Manager Ibis Politehnica

Dear Guest, Thank you for your wonderful review! We’re truly delighted to hear that your stay at Ibis Politehnica exceeded your expectations. It’s great to know that you found the room comfortable and impeccably clean, and that our team's friendliness and professionalism added to your overall experience. Your kind words about our service quality and hygiene standards mean a lot to us. We look forward to welcoming you back on your next visit to Bucharest! Warm regards, Rodica Stanculescu Front Office Manager Ibis Politehnica

Dear Guest, Thank you so much for your kind and thoughtful review! We’re truly happy to hear that your stay lived up to the positive reviews and that you had such a warm and welcoming experience from the very beginning. It’s wonderful to know that our team made you feel at home and that the little touches — like the treats from our housekeeper and the hot water bottle — added to your comfort. We believe those details make all the difference. We’re also delighted that you enjoyed your evening meal and the service provided throughout your stay. On behalf of the entire team at Ibis Politehnica, thank you once again. We look forward to welcoming you back soon! Warm regards, Rodica Stanculescu Front Office Manager Ibis Politehnica

Dear Guest, Thank you for taking the time to share your feedback. We’re sorry to hear that your experience at Ibis Politehnica did not meet your expectations. We understand that location can play an important role in the overall impression, and while our hotel is situated near key universities and public transport, we regret that it wasn’t convenient for your needs. We also take note of your comments regarding the restaurant experience and the portion sizes. Your observations are valuable and will be shared with the relevant teams so we can work on improving where necessary. We’re always striving to offer better service, and we hope to have the opportunity to provide you with a more pleasant experience in the future. Kind regards, Rodica Stanculescu Front Office Manager Ibis Politehnica