Dear Mr. P., Thank you very much for taking the time to write such a detailed and thoughtful review of your stay at Swissôtel Mariánské Lázně. We truly appreciate your kind words and are delighted to hear that you enjoyed many aspects of your visit, particularly the comfort of your room, our breakfast, wellness facilities and, above all, the warm and attentive service provided by our team. At the same time, we would like to sincerely apologize for the technical complications you experienced during your stay. We are very sorry about the issues with the air conditioning and room lighting. We fully understand how frustrating and inconvenient it can be when these systems do not operate as they should, especially in a hotel where guests expect everything to function smoothly. We are taking your comments seriously and have shared them with the responsible departments so that the issues can be investigated and addressed. Your detailed description is particularly helpful to us in identifying what may need further attention. We also appreciate your honest observations regarding the architecture and layout of the hotel. The building is indeed a unique combination of several historic properties, and we understand that navigating such a complex building can initially be challenging. While the architecture is one of the defining features of the hotel, we recognize that the guest experience should remain as intuitive and comfortable as possible. Your comments are therefore very valuable to us. We are equally sorry that your Friday dinner did not meet your expectations. We apologize that the soup you had selected was no longer available, that the timing between the courses was not well coordinated and that the dessert was delayed. We are also sorry that the overall experience did not provide the value for money you expected. This is certainly not the impression we wish to leave with our guests, and your feedback will be shared with our restaurant and culinary teams so that we can continue improving both our service and our gastronomic offering. It is, however, especially gratifying to know that the professionalism, kindness and genuine helpfulness of our colleagues made such a positive impression on you. Your special thanks to Mr. Václav, Mr. Oleh and Ms. Vanda are greatly appreciated. We will make sure that your kind words are personally shared with them. We are also delighted that the small gesture of arranging a cake from our hotel café for your room was meaningful to you — and even happier to hear that you enjoyed it. We would also like to thank you for recognizing the contribution of our entire team, including our colleagues working in the kitchen, breakfast service, café, wellness area and housekeeping. We are proud of the diverse team behind Swissôtel Mariánské Lázně, and your appreciation of their dedication and hard work means a great deal to us. Despite the difficulties you encountered, we are very pleased that you left with many positive memories of your stay and that you hope to return to Mariánské Lázně in the future. We would be truly delighted to welcome you back. Your review gives us both encouragement and valuable motivation to continue improving. We sincerely hope that, should you visit us again, you will experience the same warmth and personal care from our team, while the technical and service-related issues you encountered this time will have been fully resolved. Thank you once again for your trust, your constructive feedback and your generous recognition of our colleagues. We look forward to the opportunity to welcome you back and to provide you with the stay you truly deserve. Kind regards, Vanda Front Office Supervisor

Dear Mr. A., Thank you for being a valued ALL Accor member and for taking the time to share such detailed feedback following your stay with us. We are delighted that you enjoyed our prime location, the warmth and professionalism of our team, your comfortable room, and our overall quality. However, we are truly sorry that the unpleasant odor in the bathroom and the low-frequency music beats in the evening disrupted what should have been a flawless stay. We have shared your comments directly with our engineering and operations teams to thoroughly inspect the bathroom plumbing and evaluate evening sound levels to prevent this from happening again. We genuinely appreciate your high ratings across our staff, check-in, and facilities. We hope to have the pleasure of welcoming you back soon for an entirely seamless and peaceful experience. Warm regards, Vaclav Swissôtel Team Mariánské Lázně

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

Dear Ms. W., Thank you for taking the time to share your detailed feedback with us. We are very pleased to hear that you enjoyed our hotel, the spacious room, our culinary offerings, breakfast, and the helpfulness and kindness of our team. We truly appreciate your recommendation and your positive comments about your stay. Allow me to personally address the situation you mentioned at reception during your departure, as I was the person present at that time. I would like to clarify that there was absolutely no intention to shout at or disrespect any colleague. The situation was different from how it may have appeared. My colleague was at the reception desk and simply called out to me towards the office area so that I could hear her. I immediately came to assist you with the check-out process, ensuring that you did not have to wait unnecessarily. I would also like to emphasize that mutual respect and professional communication within our team are extremely important to us. We have very good relationships with our colleagues, and we always treat each other with respect and appreciation. The idea that we would communicate with arrogance or disrespect does not reflect our team culture or the values we stand for. Unfortunately, I believe this situation may have been influenced by a language barrier and a misunderstanding of the context. My only intention was to ensure that you received prompt and attentive service, as our guests’ comfort and satisfaction are always our highest priority. I am sorry that this moment was perceived differently and appreciate you sharing your perspective with us. We also thank you for your valuable remark regarding parking information. We will review how we can make this information clearer for our guests before arrival. We hope to have the opportunity to welcome you back in the future and provide you with the warm, respectful, and professional hospitality that we strive to deliver to every guest. Kind regards, Vanda Front Office Supervisor

Dear Mr. R., Thank you very much for your wonderful review and for choosing Swissôtel Mariánské Lázně to celebrate your 27th wedding anniversary. We are truly honored to have been part of such a special occasion. It is a pleasure to know that your stay exceeded your expectations and that you felt genuinely welcomed from the moment you arrived. Your kind words about our warm, professional and attentive team mean a great deal to us. We are also delighted that you appreciated the recognition of your ALL Gold membership and the hospitality you received throughout your stay. We sincerely hope to have the pleasure of welcoming you back for many more memorable celebrations in the future. Warm regards, Vanda Front Office Supervisor

Dear Mrs. F., thank you very much for your wonderful review. We are delighted to hear that you enjoyed your stay at Swissôtel Mariánské Lázně, including the comfort of your room, our sauna and pool area, as well as our dinner and breakfast offerings. We are especially pleased that the hospitality and friendliness of our team contributed to making your stay memorable. We truly appreciate your kind words and would be happy to welcome you back for a longer visit in the near future. We wish you a wonderful day and look forward to seeing you again. Kind regards, Vanda Front Office Supervisor

Dear Mrs L., Thank you very much for your wonderful review and for sharing your experience with us. We are delighted to hear that you enjoyed your stay from start to finish and that you appreciated the cleanliness, comfort, organization, and welcoming atmosphere of our hotel. It is especially pleasing to know that our team made you feel welcome and that you enjoyed our drinks and overall service. Your kind words are a great motivation for us to continue providing memorable experiences for our guests. We would be delighted to welcome you back again in the future and create another fantastic stay for you. Kind regards, Vanda Front Office Supervisor

Dear Mr. K., Thank you for sharing your feedback. We are truly sorry that your stay did not meet your expectations, especially as it was intended to be a special birthday celebration. We take your comments seriously and would like to provide some clarification regarding the concerns raised in your review. Regarding your room service request, our records show that after receiving your inquiry, our team attempted to contact you several times within minutes to confirm the availability of the requested items. As we were unable to reach you by phone, a message was also sent through the Duve guest application. Unfortunately, we did not receive a response. Nevertheless, we regret that we were unable to complete your order as requested and understand the disappointment this situation may have caused. With regard to the milk availability in the room, as part of our sustainability initiatives we do not provide individual plastic milk containers in guest rooms. Upon your request, fresh milk was delivered directly to your room. We continuously strive to balance guest comfort with environmentally responsible practices. Regarding the hygiene concerns described in your review, we conducted an internal investigation and were unable to verify that the incident occurred as described. According to our operational records, no such room service order was being prepared or delivered at the indicated time. However, we have once again reminded our team of the strict hygiene and food-handling standards that are expected at all times. Concerning the missing birthday gift, we would like to clarify that the glass in question was accidentally removed during housekeeping service. As soon as the matter was reported, we immediately investigated the situation, located the item, and returned it to you with our sincere apologies. This was an unfortunate mistake, not an act of theft, and we regret the distress it caused. We are also sorry that the spa and overall hotel atmosphere did not meet your expectations. Guest comfort and satisfaction remain our highest priorities, and feedback such as yours helps us continually review our services and operational standards. While we regret that your overall impression of your stay was so negative, we appreciate you taking the time to share your experience. Kind regards, Klara Nedelova Room Division Manager

Dear Mr. M., Thank you so much for your lovely review! We're delighted to hear that you enjoyed your stay, even if it was only for one night. We completely agree—one night is hardly enough to experience everything our hotel and the city have to offer, so we're thrilled to know you're already planning to come back. A special thank you for mentioning Marcela from Restaurant 105. She will be so happy to hear your kind words. We'll make sure your compliments are passed on to her—recognition like this means a lot to our team. We can't wait to welcome you back for a longer stay and make your next visit even more memorable. Warm regards, Vanda Front Office Supervisor

Dear Mr. Vodák, Thank you for your review and for your kind words about our hotel. We are delighted to know that you found it beautiful and that you enjoyed your stay. We also appreciate your feedback regarding the Wi-Fi connection. We are sorry that the internet speed did not meet your expectations. Your comments have been shared with our technical team as we continuously work to improve our services and ensure a seamless experience for all our guests. We hope to have the pleasure of welcoming you back to Swissôtel Mariánské Lázně in the near future. Kind regards, Vanda Front Office Supervisor

Dear Ms. P., Thank you so much for your wonderful review and for choosing our hotel for your family stay. We are truly delighted to hear that every member of your family, from the youngest to the oldest, had such an enjoyable and memorable experience with us. Your kind words about our breakfast, wellness area, rooftop bar, comfortable rooms, cleanliness, architecture, children's corner, and natural spring mean a great deal to our entire team. We are especially grateful for your recognition of our staff. Knowing that our guests feel genuinely cared for is the highest compliment we could receive. It was a pleasure to welcome you, and we look forward to seeing you and your family again in the future. Kind regards, Klara Nedelova Room Division Manager

Dear Mr. S., Thank you very much for your kind review and for choosing Swissôtel Mariánské Lázně. We are delighted to hear that you had a very pleasant stay and that you enjoyed our helpful staff, convenient location, and wellness facilities. Your positive feedback is greatly appreciated by our entire team. Thank you also for bringing the Wi-Fi issue in your room to our attention. We apologize for the inconvenience and have shared your comments with our technical team so they can investigate and resolve the issue. We truly appreciate your feedback and look forward to welcoming you back to Swissôtel Mariánské Lázně for another enjoyable stay. Kind regards, Vanda Front Office Supervisor

Dear Mrs. S., Thank you very much for your wonderful review. We are delighted to know that your stay met your expectations and that you enjoyed our beautiful location and the service provided by our team. Your kind recognition of Václav at Reception, as well as Martin, Anastasia, and Michael from our breakfast team, means a great deal to us. We will be sure to share your compliments with them—they will be thrilled to know they helped make your stay memorable. We truly appreciate your recommendation and look forward to welcoming you back for another exceptional stay in the near future. Kind regards, Vanda Front Office Supervisor

Dear Mr. B., Thank you for taking the time to share your feedback with us. We truly appreciate your comments, as they help us identify areas where we can improve and better meet our guests' expectations. While we are pleased to hear that you had an overall nice stay, we are sorry that several aspects of your experience did not fully reflect the standards you expected from a five-star hotel. We sincerely apologize for the situation regarding the specialty coffee at breakfast. Your comments will be shared with our Food & Beverage team to ensure that the breakfast experience meets the level of service our guests deserve. We also regret to hear about your concerns regarding the bio sauna, the steam room, and the room service delivery charge. Please be assured that your observations have been passed on to the relevant department managers for review and evaluation. Additionally, we would like to apologize for the unavailability of our neck support pillows during your stay. Unfortunately, all of them had already been borrowed by other guests at that time, and we were therefore unable to fulfill your request. We fully understand the importance of sleeping comfort and are already working on purchasing additional pillows to improve availability for future guests. Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back in the future and provide you with an even better experience. Kind regards, Klára Nedělová Room Division Manager

Dear Ms. K., Thank you very much for your wonderful review and your perfect rating. We are truly delighted to welcome you back for the second time and to know that you and your family had such a pleasant stay with us again. Your kind words about our team, hospitality, and family-friendly facilities mean a great deal to us. It is especially rewarding to hear that you felt consistently welcomed and comfortable throughout your stay. We are already looking forward to welcoming you and your family back again soon. Kind regards, Klára Nedělová Room Division Manager