Hello Ms Olivia, We hope that you are well. We would like to thank you for taking the time to review our services. At Sensi, we strive to provide the best service possible to our guests and we find all the feedback that we receive very valuable. We would like to start by emphasizing how sincerely sorry we are that your experience at Sensi did not live up to your expectations. Regarding breakfast, we would like to clarify and ensure that all guests are welcome to enjoy breakfast outside whenever the weather allows. We actually encourage it by setting up the tables in advance, to offer that option, as well as to expedite service and increase our capacity during busier times, especially in the summer season, therefore we were very surprised that you experienced such a situation as it goes completely against our philosophy and the level of service that we aim to provide to our guests. The same can be said about the difficulty that you encountered when asking for your beverage refills, as there is no limit for how much food or drink you can have during this meal, which is meant to be served in abundance in order to ensure an amazing start to your day before heading out on your activities. As for the way that you have been addressed by our team member, we do agree that it was not acceptable at all and have therefore been very firm in addressing the matter internally within our team in order to avoid that something like this takes place again in the future. We would still like to thank you for mentioning the good service that you received in our front desk as well as the bar, by Joana and Rita. Regarding our outdoor swimming pool, leaves do fall on it throughout the day, as the pool is located right next to two very large centenary trees, however, we would like to ensure that the process of picking up such leaves can start as early as 7h30 am everyday and that the bottom of the pool is thoroughly cleaned every night. As such, all guests are welcome to use the pool as early as they wish, even if the floating leaves have not yet been cleared. We would also like to mention that for the time period in question (high season) we had available non-refundable rates of as low as 220 €, for several room types. We still hope that you enjoyed your holidays overall and that we might welcome you again in the future. Best regards, Teresa Urbano Owner and Managing Partner Sensi Azores Nature & Spa

Dear Eric,It sounds like you had a peaceful and pleasant stay at SENSI Nature & SPA.We hope to have the pleasure of welcoming you back soon.If there’s anything we can do to make your next visit even more enjoyable, please don’t hesitate to let us know.Warmest regards,On behalf of the Sensi Team - Sofia

Dear Tamika,Thank you for taking the time to share your great feedback. We are thrilled to hear that this was the best hotel experience you ever had!It is so gratifying to know that your interaction with our team, even before your arrival, was always nice and that from check-in to check-out, you felt the friendliness and professionalism of our staff. Our goal is to always exceed our guest’s expectations and it is gratifying to hear that we were successful in doing so for you.As a VIP Expedia guest, we are pleased to know that you were impressed by the handwritten welcome note from the owners of SENSI and the complimentary bottle of wine.We hope to welcome you back soon soon for another stay filled with rest and relaxation.Warmest regards,Sofia - On behalf of Sensi

Dear William,At SENSI we work hard every day to provide an exclusive and memorable experience to our guests and that is only possible thanks to our amazing team, therefore, thank you so much for the recognition.Warmest regards,On behalf of the Sensi Team - Sofia

We really care about the quality of service we provide to our guests and their satisfaction, as reviews on platforms such as Google, Booking and Expedia can thoroughly evidence.Unfortunately, we are not entitled to respond to this review with photos to show how unfair this review is.But above all, what we were not able to accept was the insistent and repeated threat made by our guest during more than one month, that unless we paid them back more than 1000 euros, they would make a bad review and publish photos taken out of contest. What a desappoitment indeed...