Ruby Emma Hotel Amsterdam by IHG

Hey Prasann,Thanks for taking the time to share this. We're sorry your stay ended on a frustrating note and that the paperwork didn’t match what you expected. That’s not the smooth, transparent experience we want you to have at Ruby Emma.To give a bit of context: in the Netherlands, different VAT rates apply to accommodation and breakfast, which means that even if both are booked as a package, they may appear separately itemised on the invoice. This is a standard accounting requirement rather than an adjustment made by the hotel, although we completely understand how this can feel confusing when you’ve booked a combined rate.That said, we’re sorry that your request for clarification and a revised invoice didn’t feel properly supported. Even when the format itself can’t be changed due to local tax regulations and system constraints, we should always make sure the explanation is clear, transparent, and helpful.We hope you’ll consider giving us another chance so we can show you the easy, attentive Ruby experience you expected.Your Ruby Emma Team

Hey Ana,Thanks so much for the lovely note.We’re happy you felt comfy and well looked after. It’s great to hear the room hit the sweet spot and that getting around was easy with the metro close by. That kind of smooth, relaxed stay is exactly what we want for you at Ruby Emma, and your shout‑out for the service means a lot to the team.Whenever your travels bring you back to Amsterdam, we’d love to welcome you again for another easygoing stay at Ruby Emma.Your Ruby Emma Team

Hey Sunshine, Thank you so much for sharing your impressions with us. We're glad you enjoyed our cosy rooms and comfortable beds. After an eventful day in the city, they provide the ideal retreat to recharge your batteries. Although our Ruby Emma is a little out of the way, it is an excellent base from which to explore the city. The hotel is close to many sights, such as the Royal Palace or the Rijksmuseum, thanks to good public transport connections. There is also a mini-market just around the corner and several restaurants and cafés on the banks of the Amstel. If you are looking for something special, just ask your host. They will be happy to help. We are very sorry to hear that your room wasn't as clean as it should have been. We appreciate you taking the time to let us know as cleanliness is a priority in all our hotels. We're not sure what went wrong this time, but rest assured we're looking into it and hope you'll give us another chance.Your Ruby Emma Team