Ensana Thermal Aqua Reviews

Response from Property: Dear Veronica; Thank you for your review and for staying at us. We are sorry that we could not provide you with the holiday experience you expected from us. Allow me to respond to your reviewed points: * Our venue's star-classification is being rated by the Hotelstars Union, an association which rates hotels in 20 countries in Europe, from the Baltic states to Belgium, from Sweden to Malta. The last supervision was in October 2022, and our hotel is being awarded with the 4-star rating again. We are sorry that you were dissatisfied with the quality of our services. * The hotel has its own, certified healing water source which is the very same water that you can enjoy in the city's thermal lake. It indeed has a distinct sulfuric outpouring which can occasionally be felt throughout the venue. We do not filter sulfur from the water as it would compromise its healing properties, hence its distinct odor is indeed present. * As for the cleaning, we introduced a tiered cleaning system since the COVID pandemic for the safety of our guests and our staff. Guests can indeed choose from various cleaning levels (eco, full, no cleaning) by placing the appropriate door hanger outside until 10:00 AM. I can assure you that our colleagues do not disregard these hangers, our housekeeping protocol actually has strict documentation requirements to record the cleaning requests. We are sorry that this solution did not gain your approval. * Toiletries and coffee + tea are being refilled once per day, unless our guest requests otherwise. Towel change is also on demand (there is an information leaflet about it in the bathroom), which is a widespread international ecological practice in the hotels to save water. * Pets are allowed in the hotel's premises against extra fee and with restrictions where they can enter. We also conduct extra cleaning after their departure in the rooms. * Our venue has kid-friendly services, including holiday programs, kids'-corner and a separated pool with attractions for children. We also have designated family hours in our pool area. All areas are separated from our treatment rooms and areas to ensure the relaxing stay of both groups. * All of our colleagues at the front desk speak at least 2 out of the foreign languages of English, German and Russian. * Smoking within the hotel building is completely forbidden, we have smoke detectors in the public areas and hotel rooms to enforce this policy. We have 2 designated outdoor spaces for smoking, these are the only areas where out guests can smoke. * Your arrival was after 10 PM, our venue's restaurant is open until 9 PM. We prepared a complimentary cold plate into your room, as due to hygienic reasons we cannot leave hot meal in your room unattended. Breakfast on the departure day and lunch on the arrival day is indeed out of the boundaries of the all inclusive catering due to the standard check-in and check-out times. However, depending on the availability we offer early-check-in and