Dear Hege Beyer, Following your comment that deserved our best attention, we already tried to contact you via email and phone but without success. This situation occurred last summer and we never realized what had happened since we never got a response from you. Thank you and we would be very grateful for your contact. Kind regards, Bárbara Moreira HF Quality & Customer Relationship Manager

Chère Clara, Merci d'avoir choisi notre hôtel HF Fénix Music pour votre séjour à Lisboa et votre commentaire. Nous sommes heureux de savoir que votre séjour a été agréable. Cependant, nous regrettons vos commentaires concernant notre service de nettoyage, car les chambres sont nettoyées tous les jours, sauf si le client ne libère pas la chambre ou si un panneau «Ne pas déranger» est placé sur la porte. Car ce n'est pas une situation habituelle, nous enregistrerons votre commentaire, que nous apprécions, pour tenter de comprendre ce qui a pu se passer afin que le ménage n'ait pas été effectué tous les jours de votre séjour. Si vous nous le permettez, nous vous suggérons également de signaler immédiatement ces situations à notre équipe de réception, afin que nous puissions apporter les éclaircissements nécessaires et corriger les éventuels défauts de notre service, garantissant ainsi la qualité de votre séjour. Nous nous excusons pour tout inconvénient et nous souhaitons vous accueillir à nouveau et de vous surprendre avec le séjour parfait que vous méritez! Merci et à bientôt! Cordialement, Vanessa Gonçalves - HF Quality & Customer Relationship Agent

Dear Anna, Thank you for choosing our hotel HF Fénix Music and for your comment. We are sorry your stay was not positive and that your room didn't meet your expectations and needs, namely in terms of size. We would like to clarify that the size of the room depends on the category of room you book since we actually have rooms with tables and chairs. Regarding the TV, we regret that you haven't reported this situation to this team so that we could have had the chance to clarify any doubts. We also had the opportunity to verify the TV after receiving your feedback and we haven't detected any anomaly with it.Thank you for your time and we remain at your disposal for any further questions. Yours sincerely, Vanessa Gonçalves - HF Quality & Customer Relationship Agent

Dear Neli, Thank you for your feedback and for choosing our hotel HF Fénix Music for your stay in Lisboa, which we regret was not positive as we had intended.We are glad you enjoyed our hotel and our strategic location. However, we are disappointed to see our cleaning service was not to your liking. In fact, the situation you described of the room not being clean every day is not usual and it doesn't meet the standards of our services, since that usually happens only when the guest has the "Do not bother" at the door. However, we recognize we always have an opportunity to improve, and some unforeseen events may happen, so we will register your opinion to try to understand what possibly went less positively and we apologize for any inconvenience. Regarding the cleanliness schedule, we would like to reiterate the room can be cleaned until 5 PM. Once again, it is not a common situation to be done afterward. We believe your remarks will allow us to improve the quality of our services and we are grateful for that!Thank you for your time. You're always welcome and we look forward to the opportunity of hosting you again and making you have a fantastic experience, as we are known for!See you next time!Kind regards, Vanessa Gonçalves - HF Quality & Customer Relationship Agent