Swissôtel Marianske Lazne 5 stars

Dear Mr. H., Thank you very much for taking the time to share such a detailed and constructive review with us. We truly appreciate your positive comments about our hotel, design, location, breakfast and facilities, and we are especially pleased to hear that, overall, you enjoyed your stay and would be happy to return. Your detailed feedback gives us a valuable opportunity to look at several aspects of our services from a guest's perspective. Regarding the rooftop bar and your request for a quiet room, we would like to clarify one point. We have carefully checked your reservation as well as the preferences listed in your membership profile, but unfortunately we could not find a request for a quiet room or a request not to be accommodated below the rooftop bar. May we ask where you submitted this request? Had we been aware of it, we would certainly have done our best to accommodate it. We would also have been happy to discuss a room change with you during your stay, as we always try to find a suitable solution whenever possible. We are nevertheless sorry that the music, particularly the bass, disturbed you. We are also sorry to hear that you did not sleep comfortably. We understand how important a good night's sleep is, and we regret that neither the standard pillows nor the alternative pillow provided the comfort you needed. Regarding the parking, our usual system is for guests to use the designated exit lane. If our porter advised you to use the entrance lane when leaving, this was certainly intended only for your convenience, particularly if you were driving a larger vehicle. We are sorry that you subsequently encountered another vehicle coming in and that this resulted in an unpleasant situation. We will review this with our team to ensure that our instructions are as clear as possible. We also apologize for the difficulties you experienced with the gates and traffic-light system. The system is designed to recognize the vehicle when it approaches the camera at the appropriate distance. If a vehicle stops too close to the gate, the camera may not be able to read the registration correctly. Nevertheless, we understand that this can be frustrating, and we are pleased that our entrance attendant was able to respond promptly when assistance was needed. Regarding the room door being left ajar after housekeeping, we sincerely apologize. This was a human error and certainly not something that should have happened. We completely understand why this caused you concern, especially from a security perspective. We take this matter seriously and continuously remind our housekeeping team of the importance of checking that every room door is properly closed after servicing. With regard to access to the guest floors, we would also like to reassure you that our security measures are designed to prevent unauthorized access to guest rooms and private areas. Guests visiting the rooftop bar from outside have direct access to the rooftop area for which they are visiting and have no reason to move through the hotel. Even if someone were to enter the hotel or accidentally find themselves on another floor, access to individual guest rooms and other private areas still requires the appropriate key card. Our reception/security team monitors people entering the hotel, and our camera system is continuously in operation. Of course, if we noticed anyone behaving suspiciously or wandering around the guest corridors without a legitimate reason, we would address the situation immediately. Thank you also for your comments regarding the wellness opening hours. We understand your point of view and are sorry that the current weekday schedule did not suit your preferences. The opening hours were adjusted based on our current guest usage patterns: there is considerably less demand for the wellness area very early in the morning during weekdays, while there is stronger demand later in the evening. We therefore decided to adjust the hours accordingly. This is not intended to reduce the level of service, but rather to reflect how our guests currently use the facility. We will nevertheless keep your suggestion in mind when reviewing our opening hours in the future. We are also sorry for any confusion caused by the information displayed on DUVE. Regarding our Vitality spring, we are sorry that you did not receive the detailed information you were looking for. We do have information regarding its composition and properties, and we understand that guests may be interested in more detailed mineral information. We will certainly consider making this information more readily available on our website and next to the spring taps. If you would like, we would also be happy to send you the more detailed information by email. As for breakfast, we are delighted that you enjoyed the selection, freshness and quality. The larger selection of cheeses and pastries at weekends is not intended to disadvantage our weekday guests. Weekend occupancy is considerably higher, and as part of our sustainability efforts, we adjust the buffet according to the number of guests in order to avoid unnecessary food waste. We therefore prepare the buffet according to the expected occupancy each day. We hope you will give us another opportunity to welcome you — perhaps on a weekend, when you will be able to experience the full weekend selection as well. Finally, we are sorry to hear that you experienced a longer waiting time when only one member of our team was available. We understand that waiting approximately 15 minutes is not ideal, and we appreciate you bringing this to our attention. Thank you once again for your balanced, honest and constructive feedback. We truly value the fact that you took the time to explain your observations in such detail. We will carefully consider your suggestions and use them as an opportunity to further improve our services. We would be very pleased to welcome you back in the future and hope that your next stay will be an even more comfortable and enjoyable experience. Kind regards, Vanda Front Office Supervisor

Dear Mrs. Y., Thank you very much for your kind review and for sharing your positive experience with us. We are delighted to hear that you enjoyed our warm welcome, friendly staff, stylish atmosphere, tasty breakfast, and the comfort of your stay. We are especially pleased that you mentioned Jan and Oleksandr as members of our team who contributed to your satisfaction. We will be happy to share your kind words with them. Thank you also for your valuable suggestion regarding parking. You are always welcome to contact us by message or email, or simply give us a call before your arrival. We will be more than happy to reserve a parking space for you in advance. We truly appreciate your feedback and look forward to welcoming you back again in the future. Kind regards, Vanda Front Office Supervisor

Dear Mr. M., Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to hear that you were very satisfied with our modern design and enjoyed the rooftop bar, as well as your complimentary room upgrade. Recognizing your status with ALL Accor is always a pleasure for our team, and we are glad your check-in, check-out, and overall experience reflected our commitment to high standards. At the same time, we have noted your comments regarding the air conditioning unit in your room being too cold and noisy. Please accept our apologies for this inconvenience; we have passed this along to our engineering team to ensure it is inspected and resolved for future guests. We truly appreciate your strong recommendation and your continued loyalty to Accor. It was a pleasure hosting you, and we look forward to welcoming you back again soon. Warm regards, Václav Swissôtel Team Mariánské Lázně

Dear Mr. R., Thank you for taking the time to share such an exceptional review following your recent stay with us. We are thrilled to hear that you enjoyed our central location, modern and clean rooms, and outstanding spa facilities. Knowing that our team, breakfast selection, and overall booking and check-in experience met your highest expectations means the world to us. As an ALL Accor member, your support and perfect scores across all areas—including our sustainability efforts—are greatly appreciated. We look forward to welcoming you and your partner back for another relaxing stay in the near future! Warm regards, Vaclav Swissôtel Team Mariánské Lázně