Good afternoon Mrs. Farras. Regarding the complaint that you have submitted, we have explained it directly to you shortly after the incident. As we all know, this error was not purely due to the negligence of our Hotel Staff. This was caused by another Guest (Room 312) who asked for his room to be opened, but WRONG in showing his own room, the Guest in question. Showed our Staff the room occupied by you (Room 212). After the incident, the Guest in question has admitted his mistake and has also apologized profusely to you, as well as We, the Hotel Staff have also apologized, we even offered compensation, but this was rejected by you. For your information, regarding 'Guest Privacy' we have strict SOPs and Ethics in maintaining the privacy of Guests, and we think this also applies to all hotels. Thus we convey this explanation, once again we apologize for the inconvenience. Best regards, Management of Lerina Inn Hotel

For your information; We have a complete and strict cleanliness SOP, so if there is a bathroom or bedroom or anything that can disturb the comfort of the Guest, it will definitely be seen/felt. Also, we have a Regular Maintenance Schedule (Maintenance Planning). In our experience, usually Guests will immediately Complain if there are things that can disturb their comfort, especially if it is said to be VERY ('very poorly maintained') as you said. Whatever it is, we still consider your 'Review' as 'correction only' and we do not forget to thank you. Our best regards

Thank you for the compliments and suggestions that you have conveyed, regarding the water discharge, we have noted the problem in our Periodic Maintenance Schedule (Maintenance Planning) which will be executed in the near future. Once again we say thank you, and we await your return visit to our hotel. Our best regards.