Dear M, Тhank you for taking the time to compose this review on tripadvisor.com. We appreciate your comments as we always strive to provide our guests with a superior product and personal service beyond expectations. Therefore, we are truly sorry that we did not live up to your expectations this time. It is indeed our ambition that all our services and requirements are remembered as an unforgettable positive experience. Rest assured that we will look into the described matters. Meanwhile please accept our sincere apologies and we would indeed be very happy if you give us another chance to provide an excellent service. Best Regards, Helena Resort Team