I've just a read through the first page of the tripadvisor comments.

I have to say, I love the responses from the management to the positive reports - it's very refreshing to see some personal language rather than corporate stuffy words (reminds me of the sort of language organic food companies used when they were first around - the "home made" feel).

However, as was said above, I'm not convinced the tone is right for the response to complaints. It sounds a bit too... jovial. If I'd complained about the place, it would feel a bit like a "slap across the chops with a wet fish", rather than a hotel taking my grievance seriously.

Still, I guess it's still better than the nausiating "we would like to apologise for any inconvenience caused", which appears to be the lawyer-approved "not apology" for anything from a train being 5 minutes late to something very serious.

Keep it up, I say