Dear Javier and Sara,Now let’s talk about what really happened!Since the first night you were smoking in our newly appointed, designer Suite. Smoking is strictly forbidden in all guest bedrooms as well as all indoor areas of the hotel. Regardless of non-smoking signs throughout and contrary to advising you after your first night, you have continued to do so without any regard for our rules or the next guest arriving to this Suite after you. Evidence of you smoking was reported both by the night porter who was delivering ice, drinks and other amenities throughout the second night of your stay as well as housekeeping and then management team who found cigarettes and a lighter (funny enough next to the non-smoking sign), Villeroy & Boch porcelain espresso cup that you were using as an ashtray (how classy of you) hidden behind the window handle of which you broke. All of which was documented.After that you were not warned anymore rather notified of the penalty for not adhering to the non-smoking rules and ignoring our first notice. You were shown where this information is clearly displayed in your room at which point you told your partner ‘I told you not to smoke in the room!’ clearly admitting to the wrongdoing and then proceeding to apologize to us for smoking in the room and promising you will not do it again, although not without drama, excuses and arguing!After long deliberation and after moving the next days arrival to another Suite, Management has agreed to significantly reduce your penalty and to only charge you a cleaning fee, to which you have agreed and thanked for understanding. Now three days have passed since your departure on Sunday, professional deep cleaning company was here all day Monday, washing all soft furniture and carpet, all soft decorative pillows were sent to laundry and the furniture is still drying. The guest who was arriving on Sunday was upgraded for free to our most expensive Suite and now you tell me how lucky we were to get a classy guest such as yourself? Our only regret is that we didn’t charge you the full penalty! Regardless, we consider ourselves lucky since ‘guests’ such as yourselves are a rare sight in our beautiful city and in our establishment. Kind regards,Hotel Stari Grad

Dear Rez,thank you for your stay in our hotel, and for your lovely words.Hope to welcome you again in our hotel.Warm regardsRodrigo