Dear Tripadvisor,
I have received this review 3 days ago since the complaint, and also have written to you as soon as i got the email but i have not had a reply from your company yet.. My complaint is that this review does not follow the guidelines with a guest that had been living or staying in our B&B. This is a complaint of a person that have been passing by the house and need it some information or visit the house in her free hours and she was not properly welcome inside the B&B. I have to say and i will agreed that the complaint should had been made directly to the chamber of commerce of the tourism in the district of Barranco or she should have send a letter of complaint to me about this incident with the receptionist.
To make things more clear . The house were Secondhomeperu is located, have 2 other business itself which the receptionist does not have anything to do with secondhomeperu business. Her job is making sure that the hundreds of people that comes to the house to see the artist Victor Delfin they follow the strict appointment hours. Most of our reservations we do online. As a matter of fact the 99% of our business come from outside the country. We rarely make reservations on the premises. And for security reasons we do not allow people after business hours to come in and out from our resident. The receptionist i am sure had told the peruvian lady several times that they need to make an appointment by email, however i can see by the review that she did not understand the rules. Our clients deserve the best, they come from around the world to be safe, secure and also to have tranquility. We do not need strange people walking in our premises when we have iPhone, computers, electronics on the tables, luggage in the office and rooms where the doors are open.....This is their second home in Lima, Peru!
To make things worse, this lady wrote a complaint from her cellular phone from my own door. Our tripadvisor of "Excellence" plate was display in the front door and gave her the idea where she should write the complaint and she did it. Now, the result, i have taken the plate out from my front door not to give other local people ideas to write more reviews to us because we do not open the door. This is more like blackmailing!
Sorry, we will keep telling people to make an appointments by email. We will keep the door close, and open just for our guest and people that understand the guideline of security, appointments in a B&B & the studio. We will loose potential clients, but i think people that understand the rules will be very patience and send me an email and i will be very happy to show and tour the house what ever time they want. Part the way, if i had been the day in the premicies i would have love to give her a tour of the hotel and the studio since i love my hotel.. But i am sure it was in odd hours and the receptionist lady was doing just her job.
Kind regards,
Lilian Delfin
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