Dear victoriarayne,

Thank you for staying with us. Having submitted your review so early during your stay, you gave us the opportunity to immediately address many of your concerns while you were still on property, which we hope resulted in turning your experience around for the better.

Regarding your comment about your call for Room Service, you were not hung up on. Truly, it was a bad connection and we are sorry for any perceived offence. We sent you a complimentary cheesecake as a gesture of goodwill. When we read that the items you selected were not to your liking, we followed up and asked you what you would enjoy seeing on the menu. At the time you had no suggestions; however, if you think of anything, we would love to hear from you, as we take guest feedback seriously, so much so that we already intend to update the room service menu to provide more options.

I would like to take the opportunity to share a few things we discussed together for the benefit of other readers.

Yes, we do offer complimentary wine and cheese from 4pm to 6pm every day to all guests, as an amenity which you will see clearly described in all our marketing materials, as well as on Booking.com where you made your reservation. We also offer complimentary breakfast, and complimentary made-to-order items as well, including complimentary coffee and bottled water in each guestroom room and in the Music Library, as well as free wifi. We proudly offer the most generous array of complimentary amenities, unrivaled by any other hotel in Budapest, which leaves us baffled by your comments.

Regarding your room selection, you are indeed correct, we offer four different interior design styles and a variety of room and suite sizes, which we clearly display on the Booking.com website as well as our own website and right here on TripAdvisor. Although you were unsatisfied with the room you chose, we were happy to accommodate you in another room, which you accepted and said it was to your liking. We are very transparent about our room descriptions and the photographs that depict each room type, never would we mislead anyone into choosing a room not suited to them.

In Hungary, it is not required to present your passport at check-in. At the Aria, guests’ safety and security is a top priority. As we are a boutique hotel with a limited number of guests, we have the distinct advantage of often being able to know our guests by name. Had you not been known to the Guest Service Agent who provided you with a duplicate key, rest assured you would been asked to present identification.

We were puzzled by your observation about the empty mini bar. Indeed, we do provide a mini refrigerator in every guest room, stocked with only complimentary bottled water; however, we provide a list of items you can choose to stock your mini bar with, during your stay. This allows us to provide only the freshest items, ensuring high quality. As requested by our guests who have commented on our sister hotels here on TripAdvisor, it seems most of our guests prefer that we provide a refrigerator where guests are welcome to store items such as medicine, purchases from the local markets and even leftovers from their dining experiences.

I am glad that you liked our beautiful SkyBar and the cocktail you had there. When we spoke you said that the staff did smile and welcomed you, so we are still a bit mystified by your complaint. If there is anything you can share with us that can enlighten our service an training, I would very much welcome continuing our discussion.

Please feel free to contact me personally at zoltan.k @ ariahotelbudapest . com or via +36302278967 any time.

Thank you again and best regards,
Zoltan Kecskemethy