Residence Regnum

"I am writing to formally escalate an extremely serious complaint regarding our stay at Hotel Regnum Residence. The level of service, the condition of the accommodation, and, most importantly, the conduct of several members of the reception team have been completely unacceptable and far below any reasonable standard expected from a professional hotel. Throughout our stay, we experienced multiple serious failures, including: 1. Breakfast Service – Failure to Provide the Promised Service Food repeatedly ran out before the official breakfast period ended and was not adequately replenished. As a result, guests were unable to enjoy the breakfast service that was included in the accommodation. 1. Air Conditioning – Major Failure The air conditioning was not functioning properly in both the main room and the annex. Given the extremely high temperatures, this seriously affected our comfort and our ability to sleep. 1. Refrigerator – Not Functioning The refrigerator provided in the room was not working, representing another failure of a basic facility that should have been functional upon arrival. 1. Lack of Proper Luggage Assistance There was no proper luggage assistance upon arrival or departure. Guests were left to handle their own luggage without the level of assistance reasonably expected from a professional hotel. 1. Extremely Rude and Unprofessional Reception Staff The conduct of several members of the front desk/reception team, both male and female, was particularly unacceptable. We encountered staff members who were extremely rude, dismissive, disrespectful, unhelpful, and lacking in basic customer-service professionalism and competence. Rather than professionally addressing legitimate guest concerns, their attitude was confrontational and dismissive. We were made to feel that our legitimate requests and complaints were an inconvenience rather than matters the hotel had a responsibility to resolve. This was not an isolated incident involving one employee. The repeated nature of this behavior raises serious concerns regarding staff training, supervision, and management. Reception staff are the primary representatives of the hotel and are expected to demonstrate courtesy, professionalism, competence, and respect at all times. The behavior we experienced fell significantly below these basic expectations. OVERALL FAILURE OF HOTEL MANAGEMENT These issues cannot reasonably be dismissed as isolated inconveniences. We experienced serious failures involving: * Accommodation facilities * Air conditioning * Refrigerator * Breakfast service * Luggage assistance * Customer service * Reception staff conduct and professionalism Taken together, these failures substantially affected the quality of our entire stay and demonstrate a serious failure in both accommodation standards and customer service. DEMAND FOR 100% FULL REFUND Considering the number, seriousness, and cumulative impact of these failures, I am formally demanding a FULL REFUND OF 100% OF THE ENTIRE AMOUNT PAID FOR OUR ACCOMMODATION. I am not requesting a token gesture, complimentary service, or minor discount. Given the extent of the problems and the unacceptable treatment we received, a partial refund would not constitute an adequate resolution. Our requested resolution is clear: a 100% refund of the entire accommodation amount paid. FORMAL ESCALATION I request that this complaint be immediately escalated to senior hotel management/General Management and that the conduct of the reception staff involved be formally investigated. I expect a written response addressing: 1. Why the air conditioning was not functioning properly; 2. Why the refrigerator was not functioning; 3. Why breakfast repeatedly ran out before the official end of service; 4. Why proper luggage assistance was not provided; 5. What action will be taken regarding the unacceptable conduct of the reception staff; and 6. When and how the full 100% refund will be processed. A generic apology will not be considered an adequate resolution. If this matter is not resolved appropriately and promptly, I reserve the right to escalate the complaint further through the relevant consumer protection and tourism authorities in Hungary, as well as through the booking/payment channel used for the reservation. I expect a prompt written response from senior management confirming the arrangements for the full refund of the accommodation amount paid. Sincerely, Mohamed noureldin Room 306 booking number 6103868012 Dates of Stay from 4/8 to 7/8"

"It is a hard one to evaluate. The positives were: great room size, nice breakfast, great location (only 2 blocks away from the Parliament view and the river). Nearby restaurants and near major attractions in Buda side. The negatives: the AC was not working well, the room was VERY hot, even during the night. I had to get a fan to help. Also, there were at least 4 spiders in the bedroom, lots of ants in the bathroom. The towels were very old and even shredded, not really good. The bathroom had mold on the ceiling and even though there was a coffee machine, there were no capsules. It has potential but needs to work on these details."

"Great short stay. Check in was straightforward, the room was fine - spacious and clean. Decent location on the Buda side of the Danube. There was enough choice at breakfast and proved good value. Would stay again."