Dessole Dolphin Bay Resort 4*

Dear Mrs. Irina,

We are sorry to hear that you were not entirely satisfied with your stay in our hotel. We take very seriously our guests’ feedback and especially their complaints. Having said this, we would also like to address some of the situations you have described in your review.

There was a miscommunication from the beginning between yourself and our staff team regarding the reservation you made for the birthday cake. Initially you have informed us that you would like the cake in the main Restaurant at 19:30 ( information that my colleague forwarded to our team from the restaurant) , however in the meantime you made a reservation in the Beach Taverna for the “A-la-Carte” evening without updating the staff team as well.

Furthermore, kindly be informed that the atmosphere in the beach taverna is made to resemble the traditional Greek tavernas on the island, thus, the simple dcor and the music that plays in the background so that our guests can hear each other at the tables. Even without the proper notification my colleagues managed to quickly remedy the situation and bring a cake in the taverna to have it ready for your surprise. As we mentioned before, since this was the A-la-Carte evening, after appetizers, salad and main course of your choice, we follow with the desserts. That is why my colleague ( that speaks Russian perfectly) came and asked if you are ready for desserts as it is customary when finishing the meal. Not only you misunderstood her and thought that it is related to your surprise, but you started yelling and calling her stupid, without even letting our colleague to explain herself.
We have a very hardworking staff team, that puts 100 % of their efforts to make our guests’ vacation an enjoyable experience, and the most important, they have a supervisor that you can talk to if you are not satisfied with their service, so there is no need ( especially on a human level) to call our staff stupid. Not only your entire behavior towards our staff was inappropriate but you were also disruptive towards the rest of the guests present there, that were trying to enjoy their dinner. The same evening, when all 3 of you passed by the reception, I have personally asked if you are ok, to which your mother assured me that indeed everything was ok. (As we later understood, you went on and insulted your local guide as well).
We understood that you were not happy with how your evening went, thus the next morning we have sent to your room a complimentary bottle of wine and fruit basket. To say that we did not try our best to fulfill your wish regarding the complimentary birthday cake is quite unfair to our staff team, as it was your miscommunication that lead to this whole situation.

Regarding the food you mentioned in your comment, we can assure you that all our ingredients are fresh, and most importantly we follow an ISO standard that ensures our food is cooked and stored safely. What is more, we have a full catalog of ALL INCLUSIVE beverages that are available at the bars, and only a few array of cocktails with extra charge.

All in all we can assure that our staff team is hard working because their main goal is for our clients to leave with great memories and want to return to us, and not because like you wrote, they do not want to be here. We always appreciate the feedback from our clients for any existing issues, however we do not appreciate a rude attitude and fowl language towards our staff team. We have never had a complaint whenever we surprised our guests on their birthdays, on the contrary they left us “thank you” notes on their departure.

We would like to invite you to read the numerous positive reviews from our guests who particularly appreciated the authenticity of our hotel's quality, atmosphere, services, cleanliness, animation etc.

Regards,
Andreea Irimia
Guest Relations
Dessole Dolphin Bay Resort