酒店回复: Dear Guest,Thank you for your wonderful feedback! We are delighted to hear that you enjoyed our prime location and were pleased with the excellent breakfast selection. It is also great to know that our cleanliness and service met your expectations. We hope to have the pleasure of welcoming you back to Baltschug Kempinski on your next visit to Moscow!With best regards,Lada SamodumskayaGeneral Manager

酒店回复: Dear Guest,Thank you for sharing your feedback about your recent stay with us. We truly appreciate you taking the time to let us know about your experience, and we are genuinely sorry that we did not fully meet your expectations.We regret that the breakfast price and the in-room cosmetics did not meet your expectations. Your comments are very important to us, and we will share them with our team for internal review. We continuously strive to improve our services and amenities, and feedback like yours helps us do just that. Should you decide to give us another opportunity in the future, we would be happy to recommend an alternative room category that might better suit your needs.Regarding your lost power bank, please accept our sincere apologies that we were unable to locate it. As per our standard procedure, we keep all lost-and-found items for three months. If our housekeeping team had found your device, we would have gladly returned it to you. We are very sorry for the inconvenience this has caused.We truly value your feedback and hope that you will consider staying with us again in the future, so we can provide you with a much more positive experience.With kindest regards,Lada SamodumskayaGeneral Manager

酒店回复: Dear Guest,Thank you for sharing your feedback with us. We are pleased to hear that you appreciated our convenient location just across the river from Red Square, as well as the breakfast selection and your room. Thank you for bringing your concerns about the facilities to our attention. Continuous improvement is a priority for us, and your comments will be carefully considered as we plan future upgrades. We hope to have the pleasure of welcoming you back on your next visit to Moscow and providing you with an even more memorable experience.With warmest regards,Lada SamodumskayaGeneral Manager

酒店回复: Dear Guest,Thank you for your feedback and for acknowledging our hotel's advantageous location. At the same time, we sincerely regret that the incident with the furniture damage left you with such negative impressions.We would like to clarify that the deposit required upon check-in serves as a guarantee to cover possible expenses, including unintentional damage to hotel property. The cost of repair or replacement of any item is determined based on the official price list and cannot exceed the actual cost of the damage. We carefully review all compensation cases, and our actions are always based on official documents and actual costs. We kindly hope that we soon have a chance to welcome you back again.With kindest regards,Lada SamodumskayaGeneral Manager

酒店回复: 尊敬的宾客： 感谢您的宝贵反馈，并感谢您对我们酒店优越的地理位置和河景客房的壮丽景色的赞赏。我们非常荣幸地欢迎您再次光临，享受难忘的体验！ 谨致问候， Lada Samodumskaya 总经理

酒店回复: Dear Guest,Thank you for sharing your feedback and for acknowledging our prime location near Red Square. You are absolutely right in noting the historical value of the building - our facade is indeed part of Moscow's architectural heritage. At the same time, we would like to clarify that the hotel first opened its doors in 1992 after comprehensive reconstruction, allowing us to combine historic charm with modern comfort standards.We are genuinely sorry that the level of service did not meet your expectations. We would like to emphasize that our hotel undergoes annual inspections to ensure compliance with the Kempinski standards, consistently receiving top scores. Our staff regularly participates in corporate trainings to maintain the highest level of service.The daily replenishment of mineral water in the rooms is our standard complimentary service. The breakfast rate at our hotel differs from the amount mentioned in your review. Current information about our services and prices is always available on our official website.We truly hope you will grant us another opportunity to welcome you back. Our "Lady in Red" service team will be delighted to personally ensure your next stay exceeds all expectations.With finest regards,Lada SamodumskayaGeneral Manager

酒店回复: Dear Guest,Thank you for taking the time to share your feedback regarding your recent stay with us. We are delighted to hear that you found your room to your satisfaction.We sincerely apologize for any confusion regarding our payment options. We are pleased to clarify that our hotel does indeed have terminals that accept China UnionPay cards for deposit payments. According to our hotel policy, upon check-in, it is necessary to provide a guarantee for accommodation payment and any potential additional expenses. The deposit for incidental charges can be made either in cash or by card payment, including through China UnionPay system. Upon check-out, any unused funds are fully refunded to the guest. This practice is internationally common in five-star hotels and helps ensure a smooth and secure experience for all our guests.We appreciate you bringing this matter to our attention and hope to have the pleasure of welcoming you back to Baltchug Kempinski Moscow in the near future!With kindest regards,Lada SamodumskayaGeneral Manager

酒店回复: Dear Guest,Thank you for your wonderful feedback! We are thrilled to hear that you enjoyed our prime location near the Moscow River and Red Square. It's great to know you loved the indoor swimming pool and jacuzzi, as well as our breakfast offerings. We hope to welcome you back in the future for another fantastic stay!With kind regards,Lada Samodumskaya General Manager

酒店回复: 亲爱的米哈伊尔： 非常感谢您给予如此高的评价！我们很高兴您在我们酒店度过了一段美好的时光，并留下了非常愉快的印象。我们很乐意将您的反馈分享给莫斯科巴尔舒格凯宾斯基酒店团队，期待再次与您相见！ 祝一切顺利！ Lada Samodumskaya 酒店总监

酒店回复: Dear Guest,Thank you so much for your wonderful feedback and for taking the time to highlight what made your stay special! We are truly delighted to know that you appreciated our prime location near Red Square, the variety and quality of our breakfast. Celebrating special moments with our guests is a real pleasure for us, and we’re so happy we could contribute to your mother’s birthday in a small way. Your kind words will definitely be shared with our entire team.It would be our honor to welcome you and your family back on future visits to Moscow.Warm regards,Lada SamodumskayaGeneral Manager