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Reviews of Pullman London St Pancras

4 out of 5
Pullman London St Pancras
100-110 Euston Road, London, England

Reviews

9.0

Wonderful

Rating 10 - Excellent. 639 out of 1005 reviews" "
Rating 8 - Good. 251 out of 1005 reviews" "
Rating 6 - Okay. 59 out of 1005 reviews" "
Rating 4 - Poor. 30 out of 1005 reviews" "
Rating 2 - Terrible. 26 out of 1005 reviews" "

9.4/10

Cleanliness

9.2/10

Staff & service

9.0/10

Amenities

9.2/10

Property conditions & facilities

8.8/10

Eco-friendliness

Reviews

10/10 Excellent

Rita

Liked: Cleanliness, staff & service, property conditions & facilities
Good location and good staff service! I'll choose this place if I come to London again!!
Stayed 3 nights in May 2024

10/10 Excellent

Jessica

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in May 2024

10/10 Excellent

Margit

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Close to Kings Cross station and to the British Museum
Stayed 2 nights in May 2024

10/10 Excellent

Robert

Travelled with partner
Liked: Amenities
Great rooms and staff!! Will be back soon!
Stayed 1 night in May 2024
Response from Sandra Lodeiro Esparis on May 15, 2024
Dear Robert Thank you for choosing to stay at Pullman London St Pancras and for taking the time to share your experience with us. We very much appreciate your comments regarding your stay at Pullman London St Pancras.I am glad that you enjoyed your stay and hope to see you again very soon.Kind regards,Sandra Lodeiro EsparisGuest Experience Manager

10/10 Excellent

MARTA

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love the location near the Eurostar
Stayed 1 night in May 2024
Response from Sandra Lodeiro Esparis on May 15, 2024
Dear MartaThank you for choosing to stay at Pullman London St Pancras and for taking the time to share your experience with us. We very much appreciate your comments regarding your stay at Pullman London St Pancras.I am glad that you enjoyed your stay and hope to see you again very soon.Kind regards,Sandra Lodeiro EsparisGuest Experience Manager

10/10 Excellent

Ariel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Sandra Lodeiro Esparis on May 15, 2024
Dear Ariel Thank you for choosing to stay at Pullman London St Pancras and for taking the time to share your experience with us. We very much appreciate your comments regarding your stay at Pullman London St Pancras.I am glad that you enjoyed your stay and hope to see you again very soon.Kind regards,Sandra Lodeiro EsparisGuest Experience Manager

10/10 Excellent

Michael

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Convenient to access the Pancras International and underground rail station.
Stayed 9 nights in Apr 2024
Response from Sandra Lodeiro Esparis on May 15, 2024
Dear MichaelThank you for choosing to stay at Pullman London St Pancras and for taking the time to share your experience with us. We very much appreciate your comments regarding your stay at Pullman London St Pancras.I am glad that you enjoyed your stay and hope to see you again very soon.Kind regards,Sandra Lodeiro EsparisGuest Experience Manager

10/10 Excellent

Margit

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Well situated near Kings Cross station. Well appointed, comfortable rooms.
Stayed 1 night in Apr 2024
Response from Sandra Lodeiro Esparis on May 15, 2024
Dear MargitThank you for choosing to stay at Pullman London St Pancras and for taking the time to share your experience with us. We very much appreciate your comments regarding your stay at Pullman London St Pancras.I am glad that you enjoyed your stay and hope to see you again very soon.Kind regards,Sandra Lodeiro EsparisGuest Experience Manager

4/10 Poor

Ryo, london

Business traveller
Disliked: Staff & service
Rl
Stayed 1 night in Apr 2024

8/10 Good

Niall

Stayed 2 nights in Apr 2024

10/10 Excellent

Lina

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very safe and convenient location
Stayed 4 nights in Apr 2024
Response from Hotel Quality & Guest Experience Manager on Apr 29, 2024
Dear Lina,Thank for taking the time to rate your experience with us!I am glad to know you had a great stay, felt safe and enjoyed our prime location. Your satisfaction means a lot to us, and we cannot wait to welcome you back.Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Jahan

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely hotel close to Kings Cross. The bed was the highlight for me - so big and comfy, like a cloud! Modern fixtures, great amenities like the gym with a view to die for, friendly staff and an amazing restaurant attached. Would definitely stay again.
Stayed 3 nights in Apr 2024
Response from Hotel Quality & Guest Experience Manager on Apr 25, 2024
Dear Jahan,Thank you for taking the time to share your positive experience with us!It is fantastic to know you enjoyed your stay, and specially our comfy beds. Your kind words about our amenities, friendly staff and GA restaurant are truly appreciated. Your satisfaction means the world to us, and we cannot wait to welcome you back on your next visit to London! Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

8/10 Good

Stephanie

Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The mattresses were not very comfortable but the staff was amazing. The convenience to public transport and location near sites of interest are well worth it. Be aware that drinks in the bar are very expensive.
Stayed 4 nights in Apr 2024
Response from Hotel Quality & Guest Experience Manager on Apr 23, 2024
Dear Stephanie,Thank you for choosing to stay at Pullman London St Pancras!I am delighted to know enjoyed our convenient location and I really appreciate your kind words about our staff. However I apologize if the bed did not meet your expectation and will be sure to pass on your feedback to our team for review. Thank you for sharing your thoughts with us, and hope to have the pleasure of welcoming you back.Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Peter

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Check in very efficient and team very pleasant. Hotel handy for 3 major stations
Stayed 3 nights in Apr 2024
Response from Hotel Quality & Guest Experience Manager on Apr 16, 2024
Dear Peter,Thank you for the wonderful review!It is fantastic to know you had a good experience with us and enjoyed our location as well as the service provided by our team. Looking forward to welcoming you back soon!Warm regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Wilburn

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice and convenient to St Pancras
Stayed 1 night in Apr 2024
Response from Hotel Quality & Guest Experience Manager on Apr 16, 2024
Dear Wilburn,Thank you very much for taking the time to share your positive feedback with us!I am delighted to know you had a great experience and enjoyed our convenient location. Your satisfaction means a lot to us and we cannot wait to welcome you back.Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Ade

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Hotel Quality & Guest Experience Manager on Apr 12, 2024
Dear Ade,Thank you for choosing Pullman London St Pancras and for taking the time to rate your stay! I am delighted to know you had an enjoyable time with us and hope to welcome you back soon.Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Paul

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful contemporary style hotel. Spacious family room. It just needed a nightlight on the child’s side.
Stayed 1 night in Apr 2024
Response from Hotel Quality & Guest Experience Manager on Apr 12, 2024
Dear Paul,Thank you very much for choosing our hotel and for taking the time to tell us about your experience!I am delighted you had a great stay with us and enjoyed our large family rooms. Your feedback about the nightlight is noted and I will definitely share it with the team for review. We look forward to welcoming you back soon!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

8/10 Good

Carol

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Hotel Quality & Guest Experience Manager on Apr 12, 2024
Dear Carol,Thank you for taking the time to review your experience and we hope to welcome you back soon!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Thierry

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great hotel, amazing rooms, excellent location
Stayed 4 nights in Mar 2024
Response from Hotel Quality & Guest Experience Manager on Apr 5, 2024
Dear Thierry,Thank you very much for choosing Pullman London St Pancras!I am glad to know you had a lovely time with us and enjoyed our hotel, rooms and location. Your positive comments are truly appreciated and we look forward to welcoming you back soon!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Blake

Liked: Cleanliness, staff & service, property conditions & facilities
Very friendly, 5 minutes walk to the train station and fish n chips.
Stayed 1 night in Apr 2024
Response from Hotel Quality & Guest Experience Manager on Apr 3, 2024
Dear Blake,Thank you for choosing to stay at Pullman London St Pancras! I am delighted to know you had a great experience with us and we look forward to welcoming you back soon.Warm regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Ripsime

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff were very polite and the property was very nice, including the onsite restaurant.
Stayed 3 nights in Mar 2024
Response from Hotel Quality & Guest Experience Manager on Apr 3, 2024
Dear Ripsime,Thank you for choosing Pullman London St Pancras and for taking the time to share your experience!It is wonderful to know that our staff's politeness and the quality of our hotel, including our onsite restaurant, left a positive impression on you. Thank you for choosing us and we hope to have the pleasure of welcoming you back soon!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Sarah

Liked: Cleanliness, staff & service, property conditions & facilities
The hotel is premium service and facilities and well located for everything. A good place to stay when in London.
Stayed 1 night in Mar 2024
Response from Hotel Quality & Guest Experience Manager on Apr 3, 2024
Dear Sarah,Thank you for your positive review! I am delighted to read that you had a great experience and enjoyed the service provided, our hotel facilities and convenient location. Your kind words are truly appreciated and we look forward to welcoming you back on your next visit to London!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

David

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very helpful staff, clean rooms. Love the convenient location, so close to both train stations.
Stayed 2 nights in Mar 2024
Response from Hotel Quality & Guest Experience Manager on Mar 27, 2024
Dear David,Thank you for the lovely feedback! I am delighted to know you enjoyed your stay with us and I really appreciate your kind words about our helpful staff, cleanliness and convenient location. Looking forward to welcoming you back soon! Best regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

8/10 Good

YUANCHONG, Hockessin

Stayed 4 nights in Mar 2024
Response from Hotel Quality & Guest Experience Manager on Apr 16, 2024
Dera Yuanchong,Thank you very much for taking the time to rate your experience at Pullman London St Pancras and hope to welcome you back in the future!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Yusuf

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Mar 2024
Response from Hotel Quality & Guest Experience Manager on Mar 27, 2024
Dear Yusuf,Thank you for taking the time to rate your experience at Pullman London St Pancras!I am glad to know you had a 5 out of 5 stay with us and we look forward to welcoming you back soon. Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

David

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Pullman is a great hotel - nice and clean, great bar/ restaurant end close to shops, kings X and Euston train food options. Good quality hotel at a reasonable price.
Stayed 1 night in Mar 2024
Response from Hotel Quality & Guest Experience Manager on Mar 27, 2024
Dear David,Thank you for taking the time to tell us about your recent experience at Pullman London St Pancras!It is fantastic to know you enjoyed your stay and we hope to welcome you back soon. Warm regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Robert

Stayed 1 night in Mar 2024
Response from Hotel Quality & Guest Experience Manager on Apr 12, 2024
Dear Rober,Thank you for the great rating! I am glad to know you enjoyed your stay and hope to welcome you back in the nearest future.Warm regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

8/10 Good

Chris

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from Hotel Quality & Guest Experience Manager on Mar 11, 2024
Dear Chris,Thank you for choosing to stay at Pullman London and for taking the time to rate your experience with us!We look forward to welcoming you back in the future.Best regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

8/10 Good

Carol

Stayed 2 nights in Mar 2024
Response from Hotel Quality & Guest Experience Manager on Apr 3, 2024
Dear Carol,Thank you for taking the time to rate your experience at Pullman London St Pancras and I hope to welcome you back in the future!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Neil

Liked: Cleanliness, staff & service, property conditions & facilities
Good value in easy access location
Stayed 2 nights in Feb 2024
Response from Hotel Quality & Guest Experience Manager on Mar 7, 2024
Dear Neil,Thank you for your lovely feedback!It is great to know that you enjoyed your experience with us, and we look forward to welcoming you back soon. Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Tamara

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
excellent
Stayed 1 night in Feb 2024
Response from Hotel Quality & Guest Experience Manager on Mar 7, 2024
Dear Tamara,Thank you for your great review! We are thrilled to know you had an excellent experience with us, and we cannot wait to welcome you back soon.Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Tim

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Location
Excellent location, modern, clean and cool. Cocktail bar was great and staff lovely.
Stayed 2 nights in Feb 2024
Response from Hotel Quality & Guest Experience Manager on Mar 7, 2024
Dear Tim,Thank you very much for sharing your experience at Pullman London St Pancras with us!Your satisfaction is the best compliment we could have received, and we look forward to welcoming you back for another great stay.Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Georgina

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Family trip to London
Warm welcome on arrival - very attentive staff in the bar/restaurant. Overall a great stay
Stayed 2 nights in Feb 2024
Response from Hotel Quality & Guest Experience Manager on Mar 7, 2024
Dear Georgina,Thank you for choosing Pullman London and for taking the time to provide our team with such great feedback!It is fantastic to know that you enjoyed your family trip to London, from the warm welcome to the attentive staff. I will make sure to pass on your kind compliments to the team.We hope to have the pleasure of welcoming you back in the future!Warm regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024
Response from Hotel Quality & Guest Experience Manager on Mar 7, 2024
Dear Guest,Thank you very much for taking the time to rate your stay at Pullman London!We are glad to know you had a 10 out of 10 experience and look forward to welcoming you back.Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect location nice hotel
Nice hotel very good location and friendly and professional reception. Room was comfortable - just felt let down by quality of the towels - for such a nice hotel you’d expect better quality than a premier inn.
Stayed 1 night in Feb 2024
Response from Hotel Quality & Guest Experience Manager on Mar 7, 2024
Dear Guest,Thank you very much for taking the time to share with us your experience at Pullman London St Pancras!I really appreciate your kind words about our location, staff and rooms. Nevertheless I apologize if the towels were not up to the standards and will make sure to pass on your feedback to our Housekeeping Team for reviewing and taking the appropriate actions. We hope to have the pleasure of welcoming you back for an improved experience!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Gary

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024
Response from Hotel Quality & Guest Experience Manager on Mar 7, 2024
Dear Gary,Thank you for taking the time to rate your experience at Pullman London St Pancras! It is fantastic to know that you had a great stay with us and we hope to welcome you back soon.Warm regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Dennis

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great location. funky and fun hotel with an excellent location
Stayed 2 nights in Jan 2024
Response from Hotel Quality & Guest Experience Manager on Mar 7, 2024
Dear Dennis,Thank you for your lovely review! I am glad to know you had an enjoyable stay and found our location to be excellent for the purpose of your trip. Looking forward to welcoming you back soon.Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Aaron

Liked: Cleanliness, staff & service, property conditions & facilities
Awesome location, and space. Amazing room with incredible views.
Stayed 1 night in Jan 2024
Response from Hotel Quality & Guest Experience Manager on Mar 7, 2024
Dear Aaron,Thank you for choosing Pullman London St Pancras!I am delighted to know that you had a lovely stay with us and enjoyed the location, room and views. Your kind words mean a lot to us and we look forward to having you back!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice hotel. Relatively Small room and bathroom.
Stayed 1 night in Jan 2024
Response from Hotel Quality & Guest Experience Manager on Jan 16, 2024
Dear Guest, Thank you for choosing Pullman London St Pancras and for taking the time to share your thoughts with us.It is fantastic to know you had an overall good experience and enjoyed our hotel. Regarding the room size, we do have other options that may suit your preferences more, such as our Junior Suites or Deluxe Suites, which offer a bigger space. I hope this information was helpful, and we look forward to welcoming you back for another great stay! Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

2/10 Terrible

Andrew

Travelled with family
Liked: Amenities
Took 30 mins to check me in and charged me twice on checkout, now I need to dispute the transaction with my bank because they cannot see the first transaction. Aweful experience.
Stayed 1 night in Jan 2024

8/10 Good

Aisling

Business traveller
Liked: Cleanliness, property conditions & facilities
Stayed 2 nights in Jan 2024
Response from Hotel Quality & Guest Experience Manager on Mar 10, 2024
Dear Aisling,Thank you for taking the time to review your experience at Pullman London and we hope to welcome you back soon!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

8/10 Good

Kevin

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Dec 2023

10/10 Excellent

Michelle Jessica, Anaheim

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great staff, very convenient location near the stations
Stayed 9 nights in Dec 2023
Response from Hotel Quality & Guest Experience Manager on Jan 8, 2024
Dear Michelle,Thank you very much for choosing Pullman London St Pancras! I am glad to know you enjoyed your stay with us, from our great team to the convenient location. Looking forward to welcoming you back for another memorable experience!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Marie

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Hotel Quality & Guest Experience Manager on Jan 3, 2024
Dear Marie,Thank you for taking the time to review your stay at Pullman London St Pancras! I am glad to know you had a 5 out of 5 experience with us and look forward to welcoming you back.Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

8/10 Good

Brock

Stayed 4 nights in Dec 2023
Response from Hotel Quality & Guest Experience Manager on Jan 3, 2024
Dear Brock,Thank you for taking the time to review your experience at Pullman London St Pancras! Looking forward to welcoming you back in the future.Best regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

8/10 Good

Lisa

Stayed 2 nights in Dec 2023
Response from Hotel Quality & Guest Experience Manager on Jan 3, 2024
Dear Lisa,Thank you for choosing Pullman London and for taking the time to rate your stay. Looking forward to welcoming you back in the future.Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

8/10 Good

STUART

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Response from Hotel Quality & Guest Experience Manager on Mar 7, 2024
Dear Stuart,Thank you for taking the time to review your experience!It is fantastic to know that you enjoyed your stay with us, and hope to welcome you back in the future!Best,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Sandra

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Hotel Quality & Guest Experience Manager on Dec 20, 2023
Dear Sandra,Thank you for rating your experience at Pullman London St Pancras!I am glad you had a 10/10 stay and hope to welcome you back soon. Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

KARLA

Travelled with family and small children, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very good place. Just the rooms very small
Response from Hotel Quality & Guest Experience Manager on Mar 7, 2024
Dear Karla,Thank you very much for taking the time to provide us with your feedback!It is fantastic to know that you had a 5 out of 5 experience, and that you enjoyed our hotel. We understand that room size preference may vary for each guest, but we appreciate your assessment. Just bear in mind that we do have other room categories such as the Junior Suite or Deluxe Suite that offer a bigger space and may suite better your preferences. Thank you again for your feedback and we look forward to welcoming you back soon!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager

10/10 Excellent

Gunda

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Hotel Quality & Guest Experience Manager on Jan 3, 2024
Dear Gunda,Thank you very much for staying at Pullman London and for rating your experience. I am glad you had a positive stay and look forward to welcoming you back soon!Kind regards,Sandra Lodeiro EsparisHotel Quality & Guest Experience Manager