Dear Freya,
Thank you for your review. We sincerely regret that this case is now, more than a year later, being brought up again via a 1-star review.
We would like to clarify this factually and correctly. Your situation was indeed followed up: there is email correspondence that clearly confirms that we offered you an exchange for a different mattress, provided with a mattress topper, entirely in line with what you yourself requested. We did not receive a response to that offer.
The mattress you received is indeed the mattress used in the hotel. It may initially feel firmer because it has been slept on less than a mattress that has been in a hotel for several years. The bed base also plays a role. A box spring will feel softer than a slatted base, as you were informed by email. We do not consider it correct to write here that this is not the same mattress.
It is therefore particularly disappointing for us to read, after such a long time, that it is claimed that we "never looked into it" or that "no solution was found." This is not true and leaves us feeling deceived, especially since the communication exists in black and white.
We regret that you did not contact us again by email to discuss this further, but instead immediately opted for a 1-star review. We find this misleading to other customers, as we stand for correct, caring, and high-quality customer service. Your review, problem, and situation were indeed followed up on. The further process was stopped because we did not receive any further response from you.
If you still wish to record this correctly, we remain willing, as always, to review this together.
Sleep well,
The Revor Group Hotel Team
