Hotel Wallace, a Member of Design Hotels – Orso hotel

Dear Mr Celik Thank you for taking the time to share your detailed feedback with us. We are sincerely sorry to read that your stay did not reflect the experience you expected, nor the standards we aim to uphold. Please accept our apologies for the issues you encountered, particularly in your initial room. Following your comment, maintenance works have been scheduled this month to address and permanently correct the problems you described. We regret that these inconveniences impacted your stay. We are also very sorry for the lack of responsiveness you experienced from our services during your requests. This is certainly not representative of our usual level of service, and we are deeply disappointed to learn of this. Your feedback has been shared with the relevant teams, and a clear follow-up will be conducted to ensure such situations do not occur again. Regarding the heating system, as part of our Green Key environmental commitment, room temperatures are capped in order to reduce our environmental impact. That said, our reception team is able, upon request, to adjust the temperature beyond the standard limits. We regret that this was not handled more smoothly during your stay and sincerely apologize for the inconvenience caused. Your comments have been forwarded to our management team. Concerning the lobby, due to space constraints we are only able to offer limited seating in the entrance area. However, our guests are more than welcome to make themselves comfortable at our bar under the glass roof, which offers a more pleasant and spacious alternative. As for the breakfast experience, we are truly sorry that it did not meet your expectations. Your satisfaction is very important to us, and we would genuinely appreciate it if you could share more details about what you felt was missing, so that we may use your feedback to improve our offer. Once again, please accept our sincere apologies for the inconveniences encountered. We truly hope to have the opportunity to welcome you again in the future and to provide you with the level of comfort and service we are proud to offer, and which was unfortunately not reflected during your recent stay. Kind regards, Ignacio Front Office Manager guest@hotelwallaceparis.com