皇后鎮翡翠瑞士貝爾公寓飯店的評論

住宿方回覆: Kia ora Pangxiang,Thank you for your feedback. We are very sorry your stay did not meet expectations and apologise for the issues with the bed, bathroom fan, housekeeping, and front desk service. We do have two chinese speaking Front desk team members should you have had let us know about this. Your comments have been shared with our teams to address these concerns and improve our standards.Regards,Fauzan MullaGeneral Manager

住宿方回覆: Kia ora,Thank you for your great review! We are glad you enjoyed the location, lake views, and the convenience of having breakfast ready in your apartment. We appreciate your understanding regarding the minor wear on some of the equipment rest assured we are continually maintaining and upgrading our facilities to ensure the best experience for our guests.Regards,Fauzan MullaGeneral Manager

住宿方回覆: Kia ora Modoumonanfengzhizhu,Thank you for sharing your feedback. We’re glad you enjoyed our convenient location and parking facilities. We appreciate your comments regarding the room layout and views, and we’ll take this into consideration to help guests make the best choice for their stay.Regards,Fauzan Mulla

住宿方回覆: Kia ora,Thank you for your feedback. We’re glad you enjoyed the location and the surroundings. We’re very sorry to hear that the cleanliness and breakfast did not meet your expectations. Your comments have been shared with our team to ensure improvements are made.We appreciate your honesty and hope future stays can better meet your expectations.Regards,Fauzan MullaGeneral Manager

住宿方回覆: Kia ora Xiaoyao,Thank you for taking the time to share your feedback. We are very sorry to hear that your experience did not meet your expectations. We would like to clarify that your original booking was for a Superior Room and the Lake View One Bedroom Apartment with Balcony is a different room type at check-in our team offered an optional upgrade, which was not mandatory, and once accepted the room was confirmed for the duration of your stay. We apologise for the miscommunication when the staff knocked on your door early in the morning, and for any frustration caused during the refund process for the upgrade fee, which was processed in full. Regarding the bedding, our housekeeping team immediately replaced all linen to ensure guest hygiene standards were maintained. We have reviewed our internal handover and communication procedures to prevent similar issues in the future and appreciate you bringing your concerns to our attention.Kind regards,Fauzan MullaGeneral Manager

住宿方回覆: Kia ora,Thank you for your wonderful feedback! We’re delighted to hear that you enjoyed the stunning lake views and the spacious layout of the apartment. We appreciate your note about the stairs while the property is split-level and doesn’t have an elevator, we’re glad it didn’t take away from your overall experience.We hope to welcome you and your family back to Queenstown again soon!Regards,Fauzan MullaGeneral Manager

住宿方回覆: Kia ora,Thank you for your wonderful review! We are delighted you enjoyed the room layout and found our reception team welcoming.We hope to welcome you back for another enjoyable stay in Queenstown!Warm regards,Fauzan MullaGeneral Manager

住宿方回覆: 您好，感謝您抽出寶貴時間分享您的回饋。我們很高興得知您覺得我們的設施乾淨整潔，前台工作人員熱情友善。我們也感謝您對房間佈局描述的建議，我們會認真考慮如何讓描述更清晰，以便其他客人更了解房間佈局。您的意見有助於我們提升賓客體驗。我們期待您再次光臨，享受愉快的入住體驗。此致，總經理 Fauzan Mulla

住宿方回覆: 親愛的Guten Tag和Kia Ora賓客，感謝您在近期入住後抽出時間分享您的回饋。我們非常重視賓客的回饋，這有助於我們持續改善服務和設施。很遺憾，您的湖景單臥室套房的景觀未能達到您的預期。雖然我們大多數的湖景客房都能欣賞到瓦卡蒂普湖和山脈的壯麗景色，但我們理解部分套房的視角可能無法完全展現這些景色。請知悉，我們樂意盡可能協助您選擇合適的客房，並鼓勵賓客在抵達前直接聯絡我們，提出任何特殊要求。關於廚房設施，我們非常感謝您提供寶貴的意見。我們的套房設計靈活，方便客人自行烹飪，並提供全套廚房設備。但是，出於健康和安全考慮，我們不提供油、鹽或調味品等食品。我們理解賓客的期望值可能有所不同，我們會認真考慮您的回饋，並研究如何更清楚地告知未來的賓客。我們的團隊隨時樂意協助您處理任何額外物品（如有）。至於沒有電梯，我們理解這可能會對攜帶重型行李的客人造成不便。我們的團隊隨時準備為您提供行李搬運服務，如果您在入住期間沒有明確告知或提供此項服務，我們深感抱歉。我們很高興聽到您覺得套房寬敞整潔，希望這能為您帶來舒適的入住體驗。再次感謝您的寶貴回饋。如果您再次光臨皇后鎮，我們非常歡迎您再次光臨，並為您提供更符合您期望的住宿體驗。此致，Matthias Schulz 澳洲、紐西蘭及太平洋地區資深銷售及市場總監

住宿方回覆: 尊敬的客人，您好！感謝您抽出寶貴時間分享您入住我們標準客房後的回饋。我們非常感謝您的評論和給予我們回應的機會。我們很高興得知您覺得房間溫暖舒適。同時，我們也欣慰地得知您對我們實惠的停車價格感到滿意——我們一直致力於為客人提供合理的額外費用。對於客房服務人員在您購買的食品雜貨上出現的錯誤給您帶來的不便，我們深表歉意。我們完全理解這帶給您的困擾。雖然我們的團隊當時已經向您道歉，但我們很遺憾未能以應有的重視和妥善處理此事。請您放心，我們已與客房服務團隊跟進此事，以確保今後不再發生此類疏忽。同時，我們的賓客服務團隊也將研究如何更好地為客人提供此類問題的協助。關於樓梯的問題，我們理解這可能會給一些客人帶來不便，特別是那些攜帶行李或行動不便的客人。我們的客房和套房分佈在多個樓層，讓您享受阿爾卑斯山和湖泊的壯麗景色。如果您提前提出要求，我們很樂意協助您搬運行李或為您安排位置更便利的套房。此致，馬蒂亞斯·舒爾茨，澳洲、紐西蘭和太平洋地區銷售和市場高級區域總監

住宿方回覆: Kia ora Yolanda,Thank you so much for your wonderful feedback! We’re delighted to hear you enjoyed the lake view suite, the open-plan layout, and the cozy fireplace. It’s great to know our location was convenient for exploring Queenstown, shopping, and dining, despite the hill.We really appreciate your recommendation and look forward to welcoming you back for another memorable stay.Ngā mihi,Fauzan MullaGeneral Manager

住宿方回覆: Guten Tag 和 Kia Ora Samson Dee，感謝您在最近入住後抽出時間分享您的回饋。我們很遺憾聽到您的體驗沒有達到您的期望，我們很高興有機會解決您的問題。我們了解攜帶行李的客人走樓梯進入我們的客房和套房可能會有困難。我們的團隊隨時樂意為您提供行李搬運協助，確保您的抵達和離開體驗更加順暢。請在下次入住前隨時直接聯絡我們，以便我們做出必要的安排，確保您的舒適。關於早餐，我們的套房配有設備齊全的廚房，為客人提供靈活和方便的休閒餐點 - 這是許多客人喜歡的功能，特別是長期住宿的客人。話雖如此，我們知道這可能不適合每個旅行者，我們感謝您的觀點。我們將確保在未來的預訂訊息中清楚地傳達這一方面。我們很遺憾聽到您遇到的客房服務問題。這不是我們所追求的標準，對於任何疏忽，包括意外出現用過的清潔布，我們深表歉意。請放心，我們已經向我們的客房服務團隊反映此事，以防止再次發生，我們正在審查日常品質檢查，以確保所有房間都達到最高清潔度。我們希望有機會在未來再次歡迎您，並為您提供更愉快、更順暢的體驗。誠摯的問候 Matthias Schulz 資深區域銷售與行銷總監 澳洲、紐西蘭和太平洋地區

住宿方回覆: Kia ora Pangsilichade,Thank you for your kind review! We’re delighted to hear that you enjoyed your stay at our apartment hotel and found the facilities to be complete and very clean. We truly appreciate your feedback and look forward to welcoming you again!Regards,

住宿方回覆: Guten Tag and Kia Ora Thitirat,Thank you so much for taking the time to share your wonderful feedback following your recent stay with us at Swiss-Belsuites Pounamu Queenstown.We're absolutely delighted to hear that you found your room and the view amazing - the stunning natural beauty of Queenstown is something we’re always proud to showcase, and we’re so pleased you enjoyed it from the comfort of your suite.It’s great to know our location worked well for you, whether it was a pleasant 10-minute walk into town or a quick 5-minute bus ride. Being close to the heart of Queenstown while still offering peace and quiet is something many of our guests value.We’re also very pleased that our surroundings, amenities, cleanliness, and service met your expectations and contributed to a perfect stay. Your kind words truly mean a lot to our team.We would love to welcome you back again soon for another memorable visit!Warm regards,Matthias SchulzSenior Regional Director of Sales and MarketingAustralia and New Zealand