Hi Omayra, We hope this message finds you well. We are writing to express our sincere apologies for the inconvenience you experienced during your recent stay at Casamares.We understand that your peaceful stay was disrupted due to noise disturbances caused by other guests in close proximity to your original room. This problem could have been resolved immediately when informed us as Casamares rules strictly prohibit noise after 10 pm.Unfortunately, due to an oversight on our part, there was an error with our room allocation calendars, which resulted in the unfortunate situation you encountered. As a result, we had to swiftly make arrangements to move you to another room (the room in which you stayed, was an upgrade to the original one and no cost was charged), which we acknowledge caused significant inconvenience and disruption to your overall experience.Please know that such occurrences are not reflective of our usual standards, and we deeply regret that your stay was impacted in this way. Our primary goal is to provide our guests with a comfortable and enjoyable stay, and we understand that we fell short of meeting your expectations.We would like to offer you a night in the month of June as a token of our apologies for the inconvenience caused.Once again, we deeply apologize for any distress or inconvenience this may have caused you during your stay. We value you as our guest, and it is of utmost importance to us that you have a positive experience with us. Should you have any further concerns or if there is anything else we can do to make amends, please do not hesitate to contact us directly at our phone number.Thank you for bringing this matter to our attention, and we sincerely hope to have the opportunity to welcome you back to our hotel in the near future. We will ensure that your next stay is nothing short of exceptional, reflecting the high standards we strive for.Sincerely, Alejandro Serrano

We are pleased to serve guests with such appreciation and outstanding values. We wish you the best in every step of your journey.

Estimado Valentín,Lamentamos profundamente que su experiencia en Casamares no haya cumplido con sus expectativas. Queremos aclarar que hemos mantenido una comunicación constante y oportuna con usted durante toda su estadía, respondiendo a todas sus consultas y solicitudes.Además, queremos recordarle que, como gesto de cortesía, le ofrecimos un upgrade a una habitación de mayor categoría, sin ningún cargo adicional, atendiendo a su solicitud específica.En cuanto a los servicios ofrecidos, nos esforzamos por cumplir con todo lo estipulado en la plataforma y, incluso, superar sus expectativas. Lamentamos no haber cumplido con su expectativa de reservar en un hotel de categoría 5 estrellas, pero no estamos en dicha categoría y mucho menos esto se menciona en la descripción de nuestro alojamiento. Todo lo estipulado en nuestras descripciones fue brindado como correspondiente.Agradecemos su retroalimentación y tomaremos en cuenta sus comentarios para mejorar nuestros procesos de comunicación y brindar una experiencia aún más satisfactoria a nuestros futuros huéspedes.Atentamente,Alejandro Serrano