Dear Mrs. Jennifer,
we are really sorry for your negative feeling about the reception staff.
We apologize for the inconvenience caused by the malfunctioning of the wifi on your plan, but when you communicated it, the colleague at the reception tried to solve the problem.
Initially she tried to restart the router, and often this operation after a few minutes, restores the line.
This time the problem was more serious, in fact we discovered that there was a problem with the manager in some areas of the neighborhood . So she found another solution for you, proposing a room change, at a time when there was no staff who could clean up the room you were leaving and therefore remained dirty.
But to solve the problem she preferred to leave it that way.
When the colleague suggested you go first, to check if the wifi worked in the new room and if you liked the room anyway, it didn't tell you to carry your bags by yourself ... in fact, even if at that time the colleague was not present, he would arrive later and he would have gone there later.
Regarding what you have heard her say, we are sure that even if you know Italian, you may have misunderstood what your colleague wanted to express, an indirect communication is easily misunderstood.
We are sorry that you were not very well, we could have helped you in this case too, with our trusted doctor who we often contact for customers if you had communicated it to us.
We understand your negative emotion dictated by a misunderstanding.
We hope, however, that you want to reflect on what happened and change your opinion
When communication is direct, it is obviously more realistic
With our best regards