Dear Family Woongchul,I hope this message finds you well.First and foremost, we would like to extend our sincerest apologies for the inconvenience you experienced due to the cancellation of your reservation just four days before your scheduled check-in date.We fully understand how frustrating this must have been for you and we genuinely regret the technical difficulties that led to this situation.We would like to clarify that our team made several attempts to contact you about those changes, but unfortunately, we were unable to reach you.We understand that these situations can occasionally occur in the normal operation of a hotel and it is our duty to find alternatives to minimize the impact on our valued guests.We feel sorry for you, that you left a negative review for a hotel where you didn't even stay.In our efforts to make amends for this situation, we offered you an alternative accommodation at one of our partner hotels, which recently opened in June.This modern and brand-new hotel is conveniently located in the heart of the city, just 150 meters from the colonnades.Despite the technical challenges, we wanted to ensure you had a comfortable stay and as a gesture of goodwill, we provided you with a complimentary upgrade to one of the largest rooms in the hotel.We truly regret the inconvenience you faced and we hope that you will consider giving us another opportunity to serve you in the future at our original hotel.We value your patronage and it would be our pleasure to make your next stay with us a memorable and seamless experience.We look forward to welcoming you back to our hotel in the near future.Warm regards,Filip R. (sales dept.)

Dear Elena, thank you so much for your review. We are glad, that you spent your vacation with us!Looking forward to your next visit.