Compassionate during Covid-19
I arranged to stay at Hotel Canada in June 2020 following a recommendation from a friend. As a result of the pandemic our flights were cancelled and we couldn't go so this is not a review of the hotel... more
I arranged to stay at Hotel Canada in June 2020 following a recommendation from a friend. As a result of the pandemic our flights were cancelled and we couldn't go so this is not a review of the hotel per se. It is a review about the compassionate, professional and responsible way this hotel has dealt with my request for a refund/hotel credit. Even though I booked a non-refundable room, I requested a refund when Qantas cancelled our flights to Italy due to Covid-19. The Hotel promptly replied and said I could have a credit or a refund. Initially I accepted a credit because I hoped the pandemic would resolve quickly but when it became apparent that the credit would expire before I could travel (as Australia is predicting international tourism will not return to normal until 2023), I wrote again & viola by the next morning I received a very courteous email saying that a refund was on its way. Wow! What a contrast to a hotel in Florence who were very rude in their response and said they would not consider a refund until December 2020 as the hotel is allegedly closed until then. I very much hope to stay at Hotel Canada one day...praying for a vaccine less
silviaPPPP, Proprietario at BW Premier Collection Hotel Canada - Roma, responded to this review
Dear Mr/Mrs majnoun,
First of all, we would like to thank you for sharing your "virtual" experience with us.
Since the Pandemic has begun to spread, we have been working really hard in order to always protect our guests. Even if we had never faced a situation like that before (since we opened in 1962) we have always knew what "hospitality" does really mean to us. It means to always try to understand our guests' needs and preferences in order to make their stay the best experience they could ever have in our fabulous city. So that, even with lots of difficulties (that we're sure you can imagine) we have tried to satisfy our guests' expectations, even during this challenging times. And we couldn't be happier we succeeded in your case!
We thank you again for spending time in writing such a lovely review but we really hope you will soon have the opportunity to write about your "real" experience with us!
We look forward to meeting you very soon!
HOTEL CANADA ROMA