Hotel Continental in Santa Margherita Ligure

Dear C. Chana, as I am unable to reply to your response to my review I'm using a different email I use for work.
I want to clarify that I never said you robbed us or charged us incorrectly for something we didn’t have. What I said was that charging extra for basic items such as juice and eggs, when the room rate is OVER €1,000 per night, feels nothing short of robbery. By that I mean it comes across as excessive, not that you acted dishonestly.

Regarding the water, nobody offered us any during our stay beyond the first day. So if you’ve been told otherwise, you may be confusing us with another room. We certainly would never have refused it.

To put this into perspective, we stayed at a three-star hotel in Parma on our way to Venice to have a rest. That hotel not only replenished water daily in the rooms but also had water and juice stations on every floor by the lifts for all guests. The two nights there cost €500 in total. When a three-star hotel provides this level of service, it raises questions about why a four-star hotel charging over €1,000 per night cannot include water, juice, or eggs without an additional fee. I did bring what I believed to be wrong to staffs attention but was told thats just the way we do things here. So what else did you want me to do???

I believe this is why you see frequent complaints in your reviews about breakfast. The room rate reflects a true five-star standard even thiugh you are Four-Star, but the policies on basic inclusions do not. I hope you will reconsider, as these details can make a big difference in guest satisfaction.

This is just some honest feedback from 2 people who travel often & like the finer things in life. Of course we are not snobs as you can see we stayed in a 3 star hotel in Parma as there was no other option.
Obviously you dont need to take on my feedback on board at all but im definitely coming from a good place & hopefully you can see where im coming from. Alot of places in italy suffered this year as they had being doing things like this over the last few years and now people have stopped going. Sometimes its not about making a quick dollar, well it shouldn't be anyway. You should be aiming to have people return again & again. We stay in the same hotel in sorrento, in Puglia & milan every year for this reason no matter the prices. Its the small things that count. Like coffee & water. Wish I had come over to your table that day and we could have had a face to face conversation instead.
Regards
Debora