I would like to thank for your review.
I feel like it would be fair to add a few details.
Firstly, the extra fee was PROPOSED when they made the reservation and told us that they would like “hang out there for NYE” so that they would not have to book a restaurant. The fee was argued taking into consideration the fact that parties are usually against our house rules, but NYE can be an exception if an extra fee is paid. I PROPOSED the extra fee, asking them if they are satisfied with such a condition. Having waited for their response for several days, with no answer, I addressed the same question asking them again -if they are satisfied or not with the extra fee proposal- and it was only then when I received their confirmation. They told me that they were satisfied, without any attempt of arguing that they would not party there. I DID NOT IMPOSE any extra fee, I simply made a proposal that was accepted by them.
Secondly, communication was rather poor as they did not respond to my messages asking if everything is ok. A solution for the heating problem could have been provided earlier if they simply responded.
Not to mention the fact that when requested, they received an extra set of sheets, FREE OF CHARGE.
Other than that, I really appreciate criticism as long as it is constructive and helps us improve our guests’ experience.