Respuesta de Valérie Ouellet, Directeur général de La Maison de Tanger
Respondida el 4 de may de 2023
Dear Mrs. Hebe, we thank you for your feedback, to which we will reply in English, being a language we are more comfortable with than Spanish, and as we wanted our answer to be as transparent as possible, we preferred not using translation, hoping you understand. We appreciate every detail of your feedback. Unfortunately not knowing that you were inquiring about a room on a lower floor, or that you had specific needs we could have met ahead of your arrival, it was important for all our team to be as helpful in that situation as possible - such as carrying your pieces of luggage and bags all the way up to your room (which we always gladly do/offer to all ours guests), while also trying to attend to any inquiries and needs. We are sorry to know that you caught a cold while passing through the garden of the guest house, following your hammam. Knowing that your health condition was fragile, we would have recommended that you make full use of the hammam facilities to get comfortable before leaving the sweat-lodge-type experience, reducing the chances of you catching a cold. Knowing that you came in January and that Tangier is chillier at that time of the year, we hope that you didn’t get sick while walking around town, or during your night sleep. As one of the rare guest houses in Tangier to have a global heating system, a fireplace and ACs (as well extra heaters and extra blankets - available upon inquiry) to insure the proper heating of the house and rooms as well as suites in the Winter, we are sorry to know that it has been an issue during your stay. We have taken note of all your recommendations, and advice, and are making sure that our team, highly recognized for their hospitality, will continue to welcome our guests with kindness, from our team directly in touch with the guests to the management, as it is important for all the members of our team to act with care, efficiency, and transparency, may it be while troubleshooting any issue, giving any recommendation, calling a taxi or booking any dinner or restaurant reservation when inquired. For further notice, know that our guest house has permanent staff members (some of them perfectly fluent Spanish speakers) on-site, 24/7, which can gladly answer all your questions and inquiries via a phone call, WhatsApp message, or even social media - in case it is uncomfortable or inconvenient for you to stop by our reception desk. We also recommend that the next time you book a stay with a travel agency, to highlight all your accommodation needs for the agency to be able to work in collaboration with hoteliers ahead of time, in order to host and attend to you even more precisely. You also might want to double-check with them, which services and extras, such as food & beverages, etc. are included or not, for you to make sure to enjoy your trip fully, based on what is already agreed upon with your travel agency. Once again, we appreciate your feedback and are sorry to know that your stay did not live up to your expectations, wishing you an opportunity to find the perfect match during an upcoming visit to the beautiful city of Tangier. -Valérie