Algila Ortigia Charme Hotel

We read the review only now and we feel the need to answer to it. So many years spent in hotels both as customers and as managers have taught us the first moment you walk in the Hotel is crucial for the success of the entire stay. This is the reason why we perfectly understand that the dashed expectations may distort the emotions and all the moments that take place. We do remember very well this customer that complained a lot during the check in for not having obtained the upgrade in a superior room. Unfortunately August is really a busy monthand when client arrived the hotel was almost full and we didn't have any superior room available as they were already booked since a long time ago from other clients. As clearly indicated in the description of the offer purchased by the customer, you can have an upgrade, also withot asking, only if we have available rooms. Regarding the alleged defects of the room, the management, who heard all the complaints from he client for both day, proposed to change the room but the client didn't accept taht. The hotel is an historic building, located in the centre of a monumental old city, may not have the characteristics and the space of the newly built structures but for this reason it may have a partiular style. Also, the forniture of the room is standard. We are sorry the client hasn't seen the desk in the room, somehow, the furniture where the lamp is on top together with the directoty of the hotel and the free bottle of wine..it's a desk! Regarding the air conditining as the client suggested, we changed the air conditioner by moving a blower that could create a nuisance to people particularly susceptible toit. We couldn't much about it considering that the outside teperature was 40° degrees and other clients in the Hotel asked for cooler temperatures. So we provided the customer a room without this inconvenience. For other complaints, that are personal and not objective, we cannot defend ourselves, but we would like to let you know that teh Bar staff was busy for a room service and client didn't wait more that 5 minutes during which was chatting to the Reception staff. We are sorry the client was not happy, we did learn fron suggestions (those that are such) to improve our service and ...your stay! Thank you, howewer, for the attention that you dedicated to us and we still hope to have you again as our guest.