Etap Hotel Portsmouth

Dear Guest, Thank you for your comments, I am delighted that you found our product clean and good value for money. I was sad to read that our services did not meet your expectations. Our £2.95 All you can Eat breakfast buffet is currently being redeveloped, I will send your comments to the F&B comity who will use them in their project. We do sell shampoo in reception, as we are a budget hotel we have removed items from the rooms that would increase the price for our customers just like easyjet has done in the aviation industry. We do offer TV Remotes, Irons, Baby Cots, Bottle Warmers and Hair Driers free of charge from reception, we only take a small refundable deposit. I apologise for the towel shortage, again any extra towels are available from reception. Again I would like to thank you for your feedback, I will give your comments to the team so we can keep improving our services. Best Regards, Mads Breum Nielsen General Manager

Dear Guest, Thank you fro your comments. It is always good to hear when our guests have had an enjoyable stay that delivered on the guest expectations. I will share your feedback with the entire team. We hope to see you again on your next visit to Portsmouth. Best Regards, Mads Breum Nielsen General Manager

Dear Guest, Thank you for your comments, we always appreciate feedback from our guests. I have commented on each one of your points as they were raised in your letter: 1 City Centre: On our webpage and all official marketing it is advertised that we are 2 miles from City Centre, its £4.8 in a Taxi or £1.2 By Train; we are 0.1 miles from the Football Stadium. 2: Bunk bed: At the Etap we do not make the top bunk, this is done so we can sell the room at a better price to our guests, as the room is only £35 which is only £11.66 per person. 3: Room size, shower: The rooms are designed to accommodate 3 adults, the space is utilised to its full potential but at £35 per room it is a very good deal. The showers all have toned doors so you can’t see the person in the shower. I do agree with you that these rooms are not for 3 adults who want complete privacy while in the room. 4: Extras: We do offer our guests a wide range of extras such as iron boards, all are free of charge we do take a £10 deposit which is returned on check out. 5:People per Room: As you stated in your letter you had booked a room for 3 people, all our bedrooms can maximum accommodate 3 adults, this has to do with fire safety, we cannot allow more then 3 adults into one room at any given time. Had you informed the reception staff at check in that you were 4 people we would have been able make arrangements to accommodate you, however we are very busy in the weekends so at 3am it is not possible to make other arrangements as the hotel was full. We are sorry that we could not offer you an additional room however I was assured by my night staff that they did everything to locate an extra room in Portsmouth but the hotels were all full, not uncommon in the weekends. 5: Doorman: We do provide a man on the door in the weekends. This is done as a service to our guests, to ensure that everyone can get a good and quiet nights sleep. 6: Staying in other guests rooms: We do not allow guests who are do not know each other to share rooms, this is done for security purposes. 7: Guests registration: All guests in the hotel must be identified in the computer system by name, this is done if we have a fire emergency, we need to be able to identify everyone in each room, however I have spoken to the night staff and explained that they should have changed the name and not the people in the room. 8: Night Staff: All our staffs have been trained to deliver on our guest promises. I was assured by my night staff that they did everything possible to help you with additional accommodation; however they have to follow the fire and health & safety rules this is an area where we cannot bend the rules. Again I am truly sorry to hear that you did not enjoy your stay at the Etap Portsmouth, I have looked trough your comments and have talked to all the staff involved so we can avoid this from happening in the future. Again I do appreciate your comments and I will revise the current practices that we are using in reception so we can avoid this situation in the future. Kind Regards, Etap Portsmouth General Manager

Dear Guest, Thank you for your response, we always appreciate feedback from our guests. I have commented on each one of your points as they were raised in your letter: 1 City Centre: On our webpage and all official marketing it is advertised that we are 2 miles from City Centre, its £4.8 in a Taxi or £1.2 By Train; we are 0.1 miles from the Football Stadium. 2: Bunk bed: At the Etap we do not make the top bunk, this is done so we can sell the room at a better price to our guests, as the room is only £35 which is only £11.66 per person. 3: Room size, shower: The rooms are designed to accommodate 3 adults, the space is utilised to its full potential but at £35 per room it is a very good deal. The showers all have toned doors so you can’t see the person in the shower. I do agree with you that these rooms are not for 3 adults who want complete privacy while in the room. 4: Extras: We do offer our guests a wide range of extras such as iron boards, all are free of charge we do take a £10 deposit which is returned on check out. 5:People per Room: As you stated in your letter you had booked a room for 3 people, all our bedrooms can maximum accommodate 3 adults, this has to do with fire safety, we cannot allow more then 3 adults into one room at any given time. Had you informed the reception staff at check in that you were 4 people we would have been able make arrangements to accommodate you, however we are very busy in the weekends so at 3am it is not possible to make other arrangements as the hotel was full. We are sorry that we could not offer you an additional room however I was assured by my night staff that they did everything to locate an extra room in Portsmouth but the hotels were all full, not uncommon in the weekends. 5: Doorman: We do provide a man on the door in the weekends. This is done as a service to our guests, to ensure that everyone can get a good and quiet nights sleep. 6: Staying in other guests rooms: We do not allow guests who are do not know each other to share rooms, this is done for security purposes. 7: Guests registration: All guests in the hotel must be identified in the computer system by name, this is done if we have a fire emergency, we need to be able to identify everyone in each room, however I have spoken to the night staff and explained that they should have changed the name and not the people in the room. 8: Night Staff: All our staffs have been trained to deliver on our guest promises. I was assured by my night staff that they did everything possible to help you with additional accommodation; however they have to follow the fire and health & safety rules this is an area where we cannot bend the rules. Again I am truly sorry to hear that you did not enjoy your stay at the Etap Portsmouth, I have looked trough your comments and have talked to all the staff involved so we can avoid this from happening in the future. Again I do appreciate your comments and I will revise the current practices that we are using in reception so we can avoid this situation in the future. Kind Regards, Etap Portsmouth General Manager

Dear Guest, Thank you for your kind commends regarding our staff I have shared your feedback with all our team members and they all send a big thank you. I am glad that you felt safe in the hotel as a budget hotel we do everything we can to make sure that our guests get a quiet night and we do have a man on the door on busy nights to guarantee the hotel stays quiet and safety is always our priority. I would like to apologise for the flooding you experienced, we had an unfortunate incident with a guests disposing large amounts of paper down the toilet which led to it being blocked, please accept my sincere apology for this incident. I can assure you that this has not reoccurred since. I look forward to welcoming back on your next visit to Portsmouth, Kind Regards, Mads Breum Nielsen General Manager

Dear Guest, Thank you for your kind remarks, I will extend them to all my staff. We look forward to see you again at the Etap Portsmouth Kind Regards, Etap Portsmouth General Manager

Happy to hear that you enjoyed your stay at Etap in Portsmouth. I look forward to your next visit. Kind regards, Mads Breum Nielsen

Dear Guest, First I would like to extend my sympathy regarding the clamping fine you received, I can only encourage guests not to park at the SafeStore car park, and I would also encourage any guest who has received a clamping fine to appeal directly to the SafeStore. The Etap Hotel has 25 parking spaces around the hotel and we have 75 spaces 2 min walk from the hotel all parking is free of charge for our guests. Signage is in place to deter guests from parking at the SafeStore car park but if in doubt please park in the hotel waiting bay by the front door and ask for assistance in the reception. Kind regards, Etap Portsmouth General Manager

Dear Guest, I am very pleased that you enjoyed your stay, a warm welcome back from the entire team for your next visit. Kind regards, Etap Portsmouth General Manager

Dear TristonLondon, Thank you for your stay at the Etap Portsmouth. It is always a pleasure to see that our customers are satisfied with the service we provide. Kind regards, General Manager Etap Portsmouth