압도적, 최고 3 성급 - 더 바인마이스터

Dear Jessica,

First of all, we would like to thank you for taking time to write your feedback to us. It is always important to know what our guests think, it allows us to improve faster.

In the following I would like to go into detail, as you made some excellent points.
Regarding the Check in, we would like to apologize if you felt the check in process was difficult. Our idea is to digitalize the reception, but we also want to keep the interaction with guests. Unfortunately, we are still in the learning process, we changed the reception at the beginning of September, we underestimated the time it takes for us, as well as for guests, to get confident with the procedure and we apologize for that mistake. Training individuals and ensuring a high standard of knowledge while changing the entire reception outline proved to be more challenging then we imagined. We hope for your understanding that in the people business, humans are not without mistakes and pitfalls

On the other hand, we are sorry if you had the feeling that our employees are not really guest oriented, we do our best to succeed a high level of guest satisfaction. Again, we would like to stress that new procedures and the training therein are not internalized in a heartbeat. Surely it was no one’s intention to connote the feeling of superiority as you had put it. Nevertheless, we, of course, have gone back to training (to be fair, we never stopped, it is an ongoing process that needs constant improving) with each and every one. We have put a major focus on behavioral skills and perception of attitude. We are certain the procedure is a lot smoother now (that we all had some time to analyze and put the gained knowledge into practice) but that does not give us the opportunity to rest. We are currently re-figuring the layout which might need revision to optimize the express check in.

When re-designing the rooms at The Weinmeister this year, we went back to the minimalistic approach focusing on location and sleep comfort. We are looking forward to our guest’s feedback which allows us to go back and have a second look. Our aim was always to create a feel-good surrounding and focus thoroughly on guest needs.

It is different when we are talking about noises in the room, we have a maintenance team who would surely have attended to these issues immediately. Unfortunately, we only learned about the problems when looking at your review and warm heartedly apologies.
Dear Jessica, we need to thank you for finding the drastic words as you did. Any feedback is very much appreciated and as mentioned above it only helps to improve and also investigate our mistakes more thoroughly.
I would like to go ahead and wish you all the best for your future travels. Should you like to get in touch again, I am personally at your disposal.

Kindest regards

Thomas Motto
Guest Relation Manager