Vivari Hotel and Spa by Mantis 5 つ星

Dear Gary, Thank you for your wonderful feedback! We are delighted to hear that you found Vivari Hotel and Spa to be the perfect place for your recovery. It is our goal to provide excellent service and a welcoming atmosphere, and we are thrilled that our staff and facilities contributed to your experience. We look forward to welcoming you back for another rejuvenating stay in the future. Best regards, Vivari Hotel and Spa by Mantis

Dear Olebogeng, Thank you for sharing such wonderful feedback regarding your recent stay with us at Vivari Hotel and Spa by Mantis. We are delighted to hear that you had a memorable experience celebrating your husband's birthday and your anniversary. Our team takes great pride in providing exceptional service, and it is gratifying to know that you felt welcomed and at peace during your visit. We look forward to welcoming you back for more relaxing moments in the future. Warm regards, Vivari Hotel and Spa by Mantis

Dear Anele, It is with great regret that the Hotel team, along with the hotel owner, have made every effort to address your concerns following your dissatisfaction with the service provided by Sam, a spa front desk receptionist. Upon receiving your email detailing your 'negative experience' with Sam, the owner, Dr. Reddy, responded promptly within 48 hours to conduct an investigation into the incident. The hotel management team informed the owner that Sam was visibly agitated on CCTV footage. Subsequently, the hotel owner reached out to you, extending apologies on behalf of Sam, offering a refund for both spa treatments (the refund was meant to be for you only since you were pregnant, but as a gesture of goodwill, we refunded your husband’s treatment as well ), and further providing a complimentary night's stay with dinner and breakfast. The owner explained that Sam, typically a courteous employee, was dealing with a family emergency that led to her uncharacteristic behavior as a front desk receptionist. The CCTV footage only showed Sam speaking hurriedly to you. It is customary for such gestures from the hotel owner to satisfy a guest and maintain positive relationships. It is unprecedented for a guest to accept such offers and then publicly tarnish the hotel's reputation, as you have done. The hotel owner reached out to you seeking clarification on your actions. The owner requested that you remove the negative review, as a refund and complimentary stay were offered in good faith. It would be illogical to proceed with these offers after the hotel's reputation had been damaged. The hotel is not legally obligated to compensate you, and the hotel expected you to act in good faith. After reviewing the video and audio evidence of your interaction with Sam, the owner concluded that the situation had been blown out of proportion. She explained that Sam's behavior was influenced by her father's hospitalization and was not as rude as portrayed. Your response, stating, "I could not care less about her father being hospitalized, I didn’t pay to hear your soppy stories," was perceived as malicious by Dr. Reddy. Despite appealing to your sense of understanding, as a fellow business owner, Dr. Reddy found your insistence on publishing a negative review and demanding compensation to be unreasonable. Dr. Reddy found your harassment of the hotel staff for a refund to be unwarranted and believed that you were exacerbating the situation unnecessarily. She did not threaten or bully you in any way, merely requesting the removal of the review to facilitate the compensation process. While it is within your rights to publish your review, the hotel reserves the right to withhold compensation if its reputation is compromised. Dr. Reddy noted your continued demands for a refund via email after you blocked her on WhatsApp. She found it contradictory to accept compensation while disparaging the hotel publicly. The hotel is perplexed by your actions and hopes to resolve this matter amicably. Such behavior is unprecedented and concerning, and the hotel hopes that this will be the first and last time such a situation arises. We have observed that you posted duplicate reviews on Google, resulting in a violation of Google's policy regarding bullying and harassment. Consequently, both reviews have been removed by Google. We are genuinely concerned about your intent. Sincerely, Jay- Operations Manager

Dear Escape, Thank you for your wonderful feedback! We are thrilled to hear that you had a fantastic experience at our spa and enjoyed the impeccable accommodations, as well as the quality of our restaurant and service. Your kind words motivate our team to continue delivering exceptional experiences. We look forward to welcoming you back as a regular guest in the future. Warm regards, Vivari Hotel and Spa by Mantis

Dear Wander, Thank you for your kind words about our staff, particularly Lota and the restaurant team. We are delighted to hear that their support contributed positively to your experience. We hope to welcome you back in the future! Best regards, Vivari Hotel and Spa by Mantis