legends · 4 min read ·
Responses to Guest Reviews
Management replies to hotel reviews deny a fourth-floor room that guests keep checking into.
**Hotel Halvorsen, Lakeside · Guest reviews and management responses**
**Overall rating:** 4.6 (311 reviews) · **Management:** responding to all reviews within 24 hours
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**★★★★★ "Perfect stay"** · *Reviewed by Paul M., 3 nights, room 412*
Spotless room, friendly staff, the view over the lake is stunning. Breakfast was excellent. Would stay again!
**Management response:** Thank you, Paul. Room 412 is one of our favourites. We hope to welcome you back soon.
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**★★★★☆ "Good, but the lift"** · *Reviewed by Julie T., 2 nights, room 412*
Lovely hotel. The lift was slow, and I'm sure the doors opened on the wrong floor at least once. Two floors above reception, I think. Nobody was there.
**Management response:** Thank you for your feedback. The lift has been serviced. The hotel has only four floors. Our apologies for any confusion.
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**★★☆☆☆ "Didn't sleep"** · *Reviewed by Owen R., 1 night, room 412*
Someone was in the room with me. I didn't see them, but the bed dipped on the far side, and when I woke the duvet was pulled up over the pillow as if someone had lain down and then got up very carefully. The cleaner says room 412 has been empty for a year.
**Management response:** We are sorry to hear you did not sleep well. Room 412 is currently in use for guests. Our housekeeping team has checked the room and found no issues.
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**Guest complaint letter (received by post, 9 Oct)**
*To the Manager, Hotel Halvorsen,*
*I stayed in room 412 on the 3rd. I left my reading glasses on the bedside table. When I checked out, the glasses weren't in my case. I asked at reception, and the receptionist said there was no room 412 on the guest list, and that I must have been staying in a different room. She showed me the floor plan. Floor four has room numbers 401 to 408. I stayed on floor four, and I'm certain of it.*
*Your review responses say I'm wrong. I'd like the glasses back, or an apology.*
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**Management response (letter, 12 Oct)**
Dear Mr Hale,
Thank you for your letter. We have checked our records and can find no booking under the name you have given. We have no room 412.
Your glasses have been located in the lost property cupboard. They were found on the bedside table of room 408, which has been out of use since last spring. The glasses are folded and placed neatly on the table. Our staff are unable to explain how they came to be there.
Please collect them at your convenience.
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**★★★★★ "Lovely little hotel"** · *Reviewed by Mia S., 4 nights, room 408*
The lift never stops on floor four. I'm glad, because I think the room next to mine has been playing the same song all night. It's a slow hymn. Please ask the cleaners to stop singing it.
**Management response:** Thank you for your review, Mia. The hotel is pleased you enjoyed your stay. Room 408 is currently closed for refurbishment.
*Note from reviewer: I checked out this morning. I couldn't find my key card. The room number on the card is 412.*
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**Internal memo (Hotel Halvorsen, 20 Oct)**
Review responses to be drafted in the house style. Please do not confirm the existence of rooms 412 or 408 in any public reply. Please do not describe any guest as having stayed in a room that does not appear on the floor plan.
Where a guest reports a missing item, please check the lost property cupboard first, then floor four.
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**★☆☆☆☆ "Do not book"** · *Reviewed by Anon, 2 nights, room 404*
I stayed in 404 and checked out at reception. I got into the lift and pressed G. The lift went up. It stopped at floor four, and the doors opened onto a corridor with a row of doors all numbered 412, and I walked along it until I found mine, and I went in and I've been here since. The receptionist keeps sending me replies. This is my last one.
**Management response:** We're sorry for your experience. The review has been removed for violating our content policy. Please contact our team if you have any concerns about your stay.
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**Final management response (posted 27 Oct)**
Hotel Halvorsen would like to thank all our guests for their feedback. We have made changes to our floor plan. Floor four is now listed as having eight rooms, all open for bookings.
Room 412 is available. Please check in at reception. We look forward to welcoming you home.