Madeira Regency Cliff Hotel

I was astonished with this review as I did not receive any complaint and did not speak with any guest that was unsatisfied. First I thought it could be a mistake as the person speaks about the service of the 5-star hotels, but then I decided to investigate this matter to see if I could understand this bad review. After speaking with the whole team of Reception, we remembered that last Thursday I was called to deal with the following situation: a person that was not staying in the hotel, a middle aged man, speaking English wanted to go to an occupied room to leave flowers and wine. The person in charge of reception informed this man that we could not allow him to go to the room and assured him that he had nothing to worry as everything would be sent immediately to the room. The man did not accept this and asked to speak with the Manager. I explained that for security reasons I could not allow a stranger to enter an occupied room, but I would personally assure that everything was in the room before guest returned to the hotel. He became very aggressive saying that I knew nothing about Management and that in any hotel he would be allowed to enter an occupied room. I apologised saying that unfortunately I could not help him with this situation. Before living he told me I would regret this attitude, now I see what he meant. It has to be the same person as nothing is explained in this review. The person does not say why the reception Staff and the Manager are incompetent. It cannot be a coincidence that this happened on the 31/07/08, same date of the posting. I do not recall any complaint and I did not speak with any guest that was unsatisfied with the hotel. Regency Cliff is a recent hotel, built in 2001, and already 10% of our guests are repeated. This review gives a very bad image of the hotel and I am positive that was not written by a guest. You should be able to investigate and make sure this person was a guest in this hotel and if he was, what was the situation that led to this complaint. The image of the hotel has already been damaged because of a complaint dated from February with the title “never again”. This guest had several meals and never complaint; in the end he did not what to pay anything. I was called and after several complaints about the food I enquired the guest why he had 4 meals in the hotel during one week stay. He was very upset and threatened the he would write a very bad review in the trip advisor if I did not take all the meals from his bill. After half an hour I decide to give a discount of 30%, he was so happy that he kissed me in the face. You can imagine how upset I was to see that he had written the review and worst he was not telling the truth. I sincerely hope you give attention to this mater and that I hear from you soon. I think that the Trip Advisor is a very important site but it seems that in order not to have these two bad reviews I should have offered 4 meals to the couple that threatened to write a review and should have allowed a complete stranger to enter a guest room. This is not reasonable at all. I need your help in this matter. Sincerely yours