Dear Mr Allen,Thank you for your recent stay at Leon’s Place Hotel and for sharing your feedback on Expedia.comWe are sincerely sorry to read that your experience was not up to your expectations, and we deeply regret any inconveniences you encountered during your time with us.We understand your disappointment with the room allocation upon your arrival. Please know that we will address this issue with our reception team to ensure a better understanding of our guests' preferences and requirements.Your comment regarding the noise from outside have also been duly noted, and we will take this into consideration as we continue to improve our facilities.Furthermore, since the access to the Wellness Centre is for exclusive use, is mentioned on Expedia that the reservation is mandatory if you desire to use it.Nevertheless, every guests’ comment is really important for us in order to improve our service.We always put all our efforts in making our guests happy and reading your review helped us a lot to reach that goal.It will be a real pleasure for us to host you on another occasion to show you that what happened was just an isolated case.I take this opportunity to send you my cordial greetings.Best Regards,Matilde ParodiExperience Coordinator

Dear Mrs Neger,Thank you for your recent stay at Leon’s Place Hotel and for sharing your feedback on Expedia.com.We are sincerely sorry to read that your experience was not up to your expectations, and we deeply regret any inconveniences you encountered during your time with us.For this reason, we apologize for any confusion or miscommunication that may have occurred during your check-in regarding your welcome treatment. However, we would like to point out that you stayed here 3 nights and you asked for the total change of linen just one day and we did it.The other days you put the “Do Not Disturb” outside your door and, because of that, we were unable to tidy up the room.We strive to fullfill our guests' requests to the best of our abilities.We appreciate your valuable feedback as it allows us to identify areas where we can further enhance our offerings and ensure that our guests have an enjoyable stay.Thank you for being our guest, we truly hope to welcome you back in Rome in order to make you change your mind.Warm regards,

Dear Caroline,Thanks for your feedback.The fact that you wrote that our staff are disgraceful is a little disappointing as you have never stayed at Leon's Place Hotel.The rates published on all our online sites can be flexible (free cancellation and modification) and non-refundable.When you booked your room, you chose a non-refundable rate, which means that you chose the cheapest rate accepting the risk of not being refunded for whatever reason you could not make the trip, because refund and modification are not allowed and this is clearly written on the site.Of course if you had booked a flexible rate we would have changed the date.Since your problem was caused by the airline, we are sure you will be reimbursed directly by them.Our reception staff have followed the rules established by a non-refundable booking. Many times guests miss their flight or have their flight canceled but take the next day's flight, the reception staff asked you for this in order to keep your room, since in this period we are almost always fully booked, it was not a commercial move, as you described, but a courtesy to you.We are sorry for your disappointment but wee hope to have the chance to welcome you back and enjoy Rome with us next time.Best Regards,Matilde ParodiExperience Coordinator