Neptune Luxury Resort

Dear Viktoria, Thank you for your feedback, and as already replied on the other review medium where you also left your feedback, we are very sorry to hear that your stay at the hotel was not up to par. The smell you are referring to, was a temporary phenomenon that was limited to certain area’s in the hotel that was caused due to external factors. For this matter we informed all guests involved and we regret to hear that our explanation did not satisfy you. Further, and regarding the rooms you had booked, we would like to mention that you had booked a Deluxe Family Room. The other room was a Standard Family Room, which indeed is not renovated yet, unlike the vast majority of our other rooms, but these rooms are very well maintained. We regret that you felt that it was not cleaned up to your expectations, but extra cleaning was conducted immediately after your request. During the time you visited us, the hotel was almost fully booked and upgrades were only possible to room types that were at least 4 categories above the most expensive type you had booked. Therefore the upgrade rates were so high. Our Front Office Manager offered you from the beginning already a 10% discount due to the limited availability, but the rates you are referring to do not appear anywhere. After the interference of the Management, and to make sure you were comfortable, we provided you with another 40% discount, coming to the final rate of € 510 for the upgrade, which you denied in the end, as you did not want to pay more than € 200. We are a bit surprised though that you indicate that you left a day early; according to our system, you left on the original booked day and we even provided you with a free late-check out on that day. We are only wondering about your rate for our Kids Club. Although your really liked it, you rate it very low, which seems a bit odd. Once again, we are sorry that several things throughout your stay did not meet your expectations. We wish you all the best. Kind regards, Neptune Hotels