Dear Guest, I'm Luca Trovato, general manager of the Airone Sicily Hotels company, which includes the Airone City Hotel where he was supposed to stay overnight, and to which he decided to give a negative review even without having stayed overnight. As he rightly wrote, our business, which offers services in exchange for an economic exchange, manages to go ahead for this very reason. However, our business is carried out by applying fundamental ethical values that help us to offer our services with quality. And this gratifies us a lot, because the application of our ethical values pushes us to offer a high level of professionalism. So much so that today we are the hotel with the best brand reputation in our city. And precisely because we want to be ethical, we understand his frustration deriving from the impossibility of having been able to reach our city on the day he had set for himself. The unfortunate situation created by the fire that took place in our city's airport has created inconvenience for everyone, both for those who have had their flight canceled and for those who have seen their flight diverted elsewhere, then having to reach the city by other means. For this reason we have extraordinarily decided to apply our cancellation policies in a different way than usual, i.e. evaluating each case on the basis of the individual reservations of the guests who have contacted us. In your case, we traced your reservation according to the details learned in your review, and reconstructed the dynamics. On the reference day of your arrival, i.e. Monday, we only received two arrival cancellations, and both concerned non-refundable bookings. We therefore assessed that, beyond the unforeseen event at the Catania airport, the reservation deposit that she had freely decided to purchase provided that, whatever unforeseen event occurred, she would still pay for her room. Because the type of rate you purchased, being a non-refundable reservation, carried this risk. As the guest who purchases a non-refundable rate is aware that he cannot cancel the reservation, or in any case cancel without asking for anything. Objectively, the type of reservation you buy is really advantageous because you spend less. On the other hand, however, there is the awareness that if something unexpected happens, all is lost. In this case, the exact opposite occurs for the hotel, that is, with this type of booking you earn less, but if you receive the cancellation you also receive the amount. And canceling a reservation that should have been paid for would have created economic damage for us, since we live from the sale of hotel rooms. With this I am not saying that in the face of episodes such as those caused by the airport fire, the damage should fall on the travellers, but I imagine that for this type of event the airport has the obligation to protect itself through an insurance policy. I therefore believe that the damage suffered by the travelers in this case should not fall on them, nor on the hotels which would not be entitled to compensation. While the traveller, holder of a plane ticket that cannot be used due to an unexpected event at the airport, can and must refer to airport insurance. Because as you rightly say "it's not his fault", but it's not the hotel's fault either, and I don't see why this economic damage should fall on the hotel, which seems to have become the one that formally has to deal with everyone's unexpected events. In the hope that he understands our point of view, we remain at his disposal should he decide to book in our hotel. Best regards Luca Trovato General Manager Airone Sicily Hotels