Yunak Evleri

As Yunak Houses, we were sad and disappointed about this particular review. That’s why we felt the need to respond to our guest’s comments about our hotel. Starting with the comment “One thing to know before booking is that the hotel only has four or five really great rooms with cave interiors built into the cliff and balconies with views”. As the manager, I was the person who checked our guest into their room and took care of them during their stay. They never visited any other room, let alone visit all the rooms in the hotel. Yunak Houses has 25 cave rooms for people who prefer to stay in a cave and 5 stone built rooms for our guests who like the setting of the hotel, but prefer to sleep in a room with higher ceilings and more light. The comment about Yunak having only “four or five really great rooms with cave interiors” is an unfortunate and false comment. Every room either has a balcony or a terrace for the guests to use. During spring and summer, as long as the wheather is good, we provide these balconies and terraces with chairs and tables and umbrellas. Yunak Houses has an English and a Japanese website since we have a very large international client base. This certainly does not mean the staff has to be speaking English and/or Japanese. Anywhere on both the websites, we do not promise “all English and/or Japanese speaking staff”. Even then, the management (manager, reception staff) obviously speak English and as the manager I am writing this management response in English. We had warned our guest the first day they arrived at our hotel that housekeeping does not speak English, but still they are trained to always smile and say “Good morning! Good afternoon” Good evening! Thank you! Hello!”to the guests, just very basic greeting sentences. That is why I always tell our foreign guests, if they need to speak to someone, they should either call me (the manager) at my extension or anyone at the reception. Despite this information, our guest insisted on trying to explain his hot water problem to the housekeeping instead of talking to the manager or the reception. When I was informed about the problem, our guest has been trying to tell the situation to all the wrong people, housekeeping, who reported me that the guest is asking for something, but they didn’t understand. So I immediately responded and talked to our guest. After talking to the person in charge of heating, it was realised that the heating for the water was turned 75 minutes later than the usual that day. I apologized to our guest for the inconvenience, but he told me he has been telling this problem to people for a long time and nothing had changed and that those people were looking at him with blank eyes. I reminded him that people were looking at him blank because they did not speak English (which he was informed about before). I told him the water should be hot in about 45minutes or an hour and apologised again on behalf of the hotel service. After 15 minutes, he was outside again complaining that the water was not hot enough. We had to speak to him one more time about the water reaching its comfortable hot temperature in one hour, but only 15 minutes had passed yet. For the next 3 days of their stay, our guest never responded to my or any of the staff’s greetings, be it at the restaurant during breakfast or in the entrance patio. We are sorry we had to explain everything in such detail, but we feel we were forced to defend ourselves. We never want to upset our guests, but mistakes happen and the important thing is to solve the problem and make up for it. Good service and the satisfaction of our guests are top priorities of our mission. If we fail to meet the demands, we can only try to improve ourselves to make the service better and better, as long as the intention of the critique is good.