Dear Sir,
We very much regret you having this experience but we would like to mention that your experience is not similar to our recollection of that day. In the morning you came down to the reception furious and clearly very disappointed. You were screaming in the reception that under no circumstances you were going to spend one more night in our hotel and your behaviour was very aggressive and threatening. As you made two reservations, one for the first night and a second reservation for the following two nights and the manager was not aware of the second reservation, she carefully informed you that according to the reservation you were already checking out that day. You then got even angrier and screamed you had a second reservation for that night but that you were not planning to stay.
The manager then offered to cancel the second reservation at no extra cost but this apparently made things worse as you then accused her of throwing you out of the hotel. As you were aggressive in your behaviour and clearly not reasonable, the manager suggested to check with the owner and inform you on the possibilities later. I later called you to check what your intentions were, would you prefer to stay or would you prefer to leave in which case we could help you to find another hotel. You informed me that this was not necessary as you already found another hotel.
We are not sure what we could have done to calm you down at that moment but strongly feel your very aggressive behaviour and accusations made it very difficult to resolve the matter in a proper way. As it was the first time we received this type of complaint about the window in the room, we did look into the complaint seriously, but before we could do this, we offered you compensation for the possible inconvenience you experienced.
We also would like to point out that on the booking site you used to make your reservation, all room sizes are mentioned. You reserved a classic room which are the smallest rooms available and you were offered a larger room during check-in at a supplement which you refused. Viewing the above, you being aware of the room size when making the reservation, your aggressive behaviour and the fact you were offered the room free of charge, this review honestly surprises me.
With kind regards,
Esther Peper-Esselaar
Owner at Hotel Estherea in Amsterdam