My goal was not to get in any sort of arguments with you over this incident and i do not think you are being awkard. Our goal as mentioned in my emails is to make sure all our customers leave the resort satisfied.
My original post was to explain what actions
ICR had taken in order to overcome this problem. We have a duty to justify ourselves and explain to general public the approach we take when handling such shared issues.
Although I really do not want to get into the discussion of what the standard
hotel room types are in Turkey hotels, please be assured that there is no such set standard in this aspect. Besides, if the hotel is full, there really is not much that can be done except the way we solved this issue or a hotel change which I agree may not be the best case scenerio.
The hotel insists that they had asked you to visit our office however regardless of what they claim, we can not hold you responsible for not visiting our office so I agree with you on this as well.
The problem here is that, if you do not let us know of your problems, then there is absolutely no way for us to help you. We are known to take each matter very seriously and do everything that we can to make sure you are satisfied whilst your holiday with a personal touch. This is why we have an office there with local contact numbers as well as a 24/7 emergency line instead of an 800 number with an annoying automated answering service.
As I understand, the initial problem was solved but your disappointment was more with having given a tiny room and the attitude of the hotelier so as promised, I will go and compare your room with others. As I am away right now, I have kindly asked our resort manager to report me on the size of this room with pictures once the room is vacant.
Once I receive this report, I will ofcourse let you know of my thoughts and once again take every possible approach to your satisfaction.
As for the atitude of the hotel towards your party, all I can do is apologise on behalf of them. Although we had shared your views and our disappointment with such treatment, the hotelier claims that both manners exchanged were offensive at the time.
Regardless, its our long standing policy that the customer is always right and may over react sometimes so we told them that the hotel is liable to keep their cool and integrity which they agreed to in final.
Once again, we believe to have done our duty as your holiday provider however we do apologise on behalf of the hotel management.
A confidential email is sent you to explain what further action we have taken in regards to this inconvenience.
Best Regards,
Rami
ICR Travel