Dear Debra, Thank you for your review. We would like to take this opportunity to present the other side of the situation, as they say. On the evening you requested additional ice, we were in the middle of a very busy restaurant and drinks lounge service. As we explained at the time, after the first glass of ice, when you requested more just five minutes later, we politely informed you that we were unable to provide additional ice. This is because we do not have an ice machine, and the limited amount of ice we have is kept in a small freezer, which is primarily used for ice and sorbet needed for our restaurant and bar guests. As a result, we are unable to supply extra ice for the rooms. I did offer you the option to enjoy drinks in our drinks lounge, but you declined. Unfortunately, the conversation then became unpleasant, and you became rude in front of other guests at the hotel reception, explicitly stating that you would "write a review on TripAdvisor" about the situation. I am unsure why you thought that threatening us as a small independent business to take to social media would change the ice situation. Regarding breakfast, the vegan option is exactly as described on the menu, and any alterations or additions come with a clearly stated surcharge. One of your guests made two alterations to their order, and we did not mention or charge for these. Throughout breakfast, we were polite and accommodating, but you continued to create a tense atmosphere, being rude and condescending during breakfast. When avocados were unavailable, we explained that this was due to other guests having chosen that option earlier, and we were awaiting a delivery from our supplier for the next morning. As for the rug in the room, we believe it is a standard decorative item found in most establishments and should not require a warning sign or notice to indicate a trip hazard. At this point, we feel that you are focusing on minor "faults" that are not necessary or appreciated. This response is intended to clarify the inaccuracies in your review and provide a more accurate account of what transpired.
Hello Mark and Jackie, Thank you so much for choosing to stay with us and for taking the time to share your lovely review. We’re delighted to hear that you enjoyed your visit and truly appreciate your kind words. It was a pleasure having you with us, and we look forward to welcoming you back to Burlington Berties Boutique Hotel soon. Warm regards, The Burlington Berties Team
