Dear Mr. Nimrod, We would like to thank you for taking the time to let us know your thoughts on your stay with us. We are deeply sorry to read your dissatisfaction and we apologize if we were not able to meet your expectations. The satisfaction of our Guests is our main goal and learning your disappointment is a defeat for us. We would like to mention that the air conditioning, during winter time, is turned off so that the environmental impact is contained following one of our main pillars. The weather conditions suddenly changed on the days of your stay as it was unexpectedly warm for March so we did not have the time to arrange a solution in terms of cooling the rooms in such a short time. The temperatures have already dropped again so it is a tricky period for us.Kindly also note that our Property is fenced so it is safe to stay in and also to sleep with the window open, otherwise we would have not suggested so. We agree with you that the supplement for the kettle in the room may have been included in the rate as a gesture of goodwill since you were experiencing some issues, for that we apologize. We are certain we can regain your trust and we hope you will give us a second chance returning to visit us.Kind regards

Dear Guest, thank you for choosing Relais Bellaria Hotel for your stay in Bologna and for taking time to review your experience. Your complaint will give us the chance to improve our service. We are very sorry to read that our standards did not meet your expectations but we have to clarify some points: - our building was born in 2007 as a "low enviromental impact project". We have just 2 room floors, developed horizontally in order to stay set in a small hill. For this reason, rooms are not so close to the elevator, ensuring moreover the maximum silence. - We did not registered any complaint regarding key malfunction, but we are always available to replace them, if reported. - We know that other hotels often increase rates in order to offer free water or free pool towels. We choose a better policy: maintaining an excellent quality / price ratio, leaving our Guests free to choose which services to use. We are glad to specify that you paid around 65 € for a double Superior room (24 sqm), including buffet breakfast, wifi, parking and pool access, where is allowed to use your own towels or the free ones you find in the room. We are very sorry for reported issue at breakfast and we apologize for it. Although the breakfast time was already over, our staff could have done otherwise. We will work to prevent this from happening again. But the thing we are most sorry for is that, at check-out time, you used the threat of negatively reviewing to get a discount, which obviously was not granted. We firmly believe that this is not fair to those who work hard for the well being of all guests. We stay at your disposal for any further clarification and send our best regards.