Клиент всегда прав? Возможно, но критика должна быть конструктивной! Is the customer always right? Perhaps, but criticism should be constructive!

Regarding Natalia's review dated 09/04/2010, I would like to comment on what she wrote. For not everything is as smooth as she describes. Moreover, there are a lot of inconsistencies regarding what happened.
Any hotel responds to the dissatisfaction of tourists, wanting to smooth out possible conflicts as much as possible. Sometimes, their remarks are really not an excessive whim, but a fair discontent. As a result, the hotel staff takes effective measures to eliminate errors. But when offended health allows tourists to shamelessly distort the facts and disrespect the service staff, some clarity is required. Why I will give the full text of the official explanation on the occasion.
On August 22.2010 at around 10:00 pm, Ms.... (still should keep the confidentiality of the madam, although she does not quite deserve such treatment) left the key at the reception and left the hotel. After 30 minutes, she returned in an excited state and, having visited the room, turned to the duty administrator with a statement about the theft of a portable computer and a camera. The administrator clarified the details as to whether the doors to the room were closed. Ms.... answered yes. But when visiting the room together with the administrator, the tourist expressed surprise at the discovery of an open balcony door.

At 22:53, a message about the incident was transmitted to the police console (it is a sin to deny such facts, because they are recorded as a call from a hotel room). At about 23:05, police officers arrived at the scene to clarify the details and inspect the scene.
Since Ms.... was distinguished by her lively and sociable character, constant visits by men of various nationalities in her room were not uncommon. Recreation of tourists is an absolute inviolability for the hotel - each vacationer has the full right to personal actions within the framework of generally accepted norms. But when the question arises of an emergency (theft) and every minute is precious, then it is in the interests of the tourist himself to help the investigation, and not mislead him. Of course, if the vacationer really wants to get the lost things back.
That is why the administrator, in a confidential setting, asked Ms.... to inform the investigators about possible acquaintances. To which the answer was received that no one visited her number at all.
During the inspection of the room by the police, two young people of Italian nationality turned to the reception desk, wanting to urgently see Ms.....After giving this information to the tourist by phone, the latter asked to let the guests into the room. The police officers, on the other hand, were left a little surprised by such an intrusion of unknown guests, especially after Mrs.... herself denied about possible visitors.
After completing the inspection, Ms.... remained in the room with the young people. About an hour later, the three of them left the room. The tourist returned in a serious state of intoxication at dawn. She did not want to let the people living in the hotel into the hotel - allegedly they were following her - she shouted and pushed them.
The administrator decided to check if everything is in order in the room. Having found a completely open door, while the tourist herself was in the toilet room and showed signs of life, the administrator closed the room. The room key was slipped under the door, for which Ms. . . thanked.

A little later, the tourist again decided to go for a walk and in the reception hall she ran into a taxi driver who had been waiting all this time for payment for his work. Having acted out an unpleasant scene about how the driver tried to seduce her, Ms.... stated that the trip was free. The young man was clearly dumbfounded by what was happening, after which he preferred to forget about the amount owed. Heeding the administrator's arguments - not to look for new adventures, the tourist decided to return to the room.
The next morning, Ms.... was in her room when the maid did a little cleaning. After 10-15 minutes after the maid left, the sound of breaking glass was heard in the room. The tourist immediately reported to the reception that she was again robbed and the window was broken. When the hotel staff visited the room, it was found that only the inner glass was broken, to which Ms.... refused to comment. She only claimed that it was not she who broke the glass and that someone was in the room. The tourist’s demands to call the police were denied, since the photo taken of the glass broken from the inside without external damage clearly confirmed the absence of unauthorized persons in the room except for Ms herself....Turning to the police on her own, the tourist received a similar explanation.
As a result, the tourist began to swear loudly and swear at the reception, calling the administrator on duty and the hotel manager. From the side of the latter, a message was only submitted about the rude behavior of a tourist to the Solvex agency. After receiving a refusal to pay for broken glass, the hotel administration stopped succumbing to the provocations of the tourist - to file a complaint against her with the police. Before the end of Ms. 's stay, she was changed from the first floor to the second floor and had no complaints.
By the way, unpleasant scenes with taxi drivers were repeated several times. Various young people came constantly with statements that the tourist promised to pay them later. None of them ever received the promised payment. During a conversation with one of the regular taxi drivers on 31.08. 2010, the administrator learned from him that Ms. herself... told him that her computer had been stolen by a local resident, as well as her phone - but on the street.

All events are recorded in detail, as well as supported by a photo of broken glass. There are no security cameras in the hotel - a minimum number of new hotels have such equipment. But there is always 24/7 security. At the same time, the internal doors were closed, and the rooms passing inside were only hotel guests. Therefore, in Ms. 's case... there are more questions than answers... Not to mention the fact that there are a large number of tourists who want to be compensated by pre-composed insurance...
Summarizing the above, I would like to note that the hotel employees treat each guest with respect and due attention. Every petty need is met to the extent possible, not to mention simple human sympathy and assistance in moments of special incidents. Unfortunately, Mrs... did not appreciate the hospitality shown to her and decided to show herself not from the best side. Judging by the reviews of other representatives of the resort staff, such maintenance was provided not only to this hotel.
Sincerely, the administrator of the hotel "Yunona" - Olga.