酒店回复: 尊敬的匿名客人（姓名）：感谢您抽出宝贵时间与我们分享您的入住体验。首先，对于您近期入住期间遇到的不便，我们深表歉意。席卷该地区的强风暴造成了意料之外的大范围停电，不幸的是，我们酒店的停电和热水中断完全是天灾所致。我们非常抱歉，尤其是在您长途跋涉之后，抵达时却遇到了如此糟糕的情况。您在如此艰难的时刻对我们团队的体谅和关怀，我们铭记于心，并由衷感谢。我们理解并体谅您的失望，特别是退房时没有收到任何补偿。我们始终致力于提供周到细致的服务和关怀，尤其是在遇到困难的情况下。如果您愿意提供预订时的姓名，我们将非常乐意与您直接沟通，看看如何才能妥善解决您的问题。您的舒适和满意对我们至关重要，我们非常乐意亲自解决您的任何疑虑。此致，敬礼！销售及餐饮总监 Jeff Gloeb
酒店回复: Thank you for your comments, it is always our goal to exceed our guests' expectations always aiming to surprise and delight each one! I apologize that in your case we did not I meet your expectations.
5.0分
家庭亲子
原文
翻译提供方：Google
卓越的酒店
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酒店回复: Thank you for choosing to stay with us! We are thrilled to hear you had an enjoyable experience. It is our mission to consistently exceed expectations, crafting moments that surprise and delight our valued guests. We sincerely hope to welcome you back soon for another memorable visit!
1.0分
其他
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Room service came into our hotel room unannounced. They didn’t knock or say “room service”. I felt unsafe and uncomfortable and asked multiple times for them to leave and they didn’t.
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酒店回复: Thank you for bringing this to our attention. We are very sorry to hear about your experience and understand how unsettling this must have felt. What you described does not reflect the standards of care and attentiveness we strive to uphold. We have shared your feedback with our leadership team so we can review protocols and ensure this does not happen again. We appreciate your taking the time to let us know and hope we may have another opportunity to provide you with a more comfortable and seamless stay.
5.0分
家庭亲子
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Everything you would expect at a 5 Star property. Amazing staff, excellent dining options, and a “feel” that 5 star hotels often claim, but The Hermitage has the feel in their culture that makes the entire experience one that you will never forget.
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酒店回复: Thank you for sharing such a wonderful review. We're delighted to hear that your stay reflected the level of service and atmosphere we strive to create. Our team takes great pride in offering thoughtful dining, attentive hospitality, and the timeless feel that makes the Hermitage so special. We look forward to welcoming you back for another memorable experience!
5.0分
朋友出游
Lobby was beautiful! Staff was so happy to help anytime we needed anything! Loved the turn down service!
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酒店回复: Thank you for your positive feedback! Hearing that our dedicated staff were able to assist you in having the best experience possible -- from front desk to turndown service -- assures us that our team remains at the top of its game. We're also delighted that you enjoyed the beauty of our historic lobby. We hope to welcome you back again soon!
5.0分
其他
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There are too many things to rave about! The service was incredible, the attention to detail with all the small things. The turndown service was incredible along with all the small items to make my stay feel so warm and special. It was a stay I will never forget! Thank you Hermitage!!!
One of the best hotels I've ever stayed at!
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酒店回复: Thank you for choosing to stay with us! We are thrilled to hear you had an enjoyable experience. It is our mission to consistently exceed expectations, crafting moments that surprise and delight our valued guests. We sincerely hope to welcome you back soon for another memorable visit!
2.0分
其他
The headboard was sticky and gross, towels were torn and the sink didn’t work. Incredibly disappointing at an allegedly nice hotel.
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酒店回复: Thank you for your comments, it is always our goal to exceed our guests' expectations always aiming to surprise and delight each one! I apologize that in your case we did not meet your expectations.
5.0分
朋友出游
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Beautiful hotel and helpful staff. Large, well equipped rooms and exceptional bathrooms.
The dining room decor was not memorable and not inline with the beautiful architecture of the building.
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酒店回复: Thank you for choosing to stay with us! We are thrilled to hear you had an enjoyable experience. It is our mission to consistently exceed expectations, crafting moments that surprise and delight our valued guests. We sincerely hope to welcome you back soon for another memorable visit!
酒店没有电也没有热水。我们住了一晚，早上可以洗澡。
我们开了一整天的车，晚上10点多才入住，真想好好洗个热水澡！不到24小时后我们就退房了。
我们知道员工压力很大，所以我们对每个人都很有礼貌，也很友善。不过，退房时如果酒店能给我们带来不便，并给予折扣就好了。我敢肯定，如果我们当时生气，他们可能会这么做。
我很惊讶他们没有这样做。
很棒的酒店。员工友好又专业。每天两次客房清洁，并提供夜床服务。每天早晨提供咖啡。大堂和餐厅都很棒。强烈推荐
我觉得不值这个价钱。客房服务也很贵，而且很糟糕。还有很多其他更好的地方，而且价格更便宜。
卓越的酒店
Room service came into our hotel room unannounced. They didn’t knock or say “room service”. I felt unsafe and uncomfortable and asked multiple times for them to leave and they didn’t.
Everything you would expect at a 5 Star property. Amazing staff, excellent dining options, and a “feel” that 5 star hotels often claim, but The Hermitage has the feel in their culture that makes the entire experience one that you will never forget.
Lobby was beautiful! Staff was so happy to help anytime we needed anything! Loved the turn down service!
There are too many things to rave about! The service was incredible, the attention to detail with all the small things. The turndown service was incredible along with all the small items to make my stay feel so warm and special. It was a stay I will never forget! Thank you Hermitage!!!
One of the best hotels I've ever stayed at!
The headboard was sticky and gross, towels were torn and the sink didn’t work. Incredibly disappointing at an allegedly nice hotel.
Beautiful hotel and helpful staff. Large, well equipped rooms and exceptional bathrooms.
The dining room decor was not memorable and not inline with the beautiful architecture of the building.