Dear Mr. Sukava, with reference to your review and your stay, we are extremely sorry for the inconvenience you encountered. Regarding the room key that you accidentally broke in the room lock, we inform you that we did not have a second key here at the reception because, for safety reasons, we prefer not to have duplicate keys at the Reception. They are stored in a secure place that only the General Manager may reach. Despite this, we explained you that your door could easily be closed from inside and although it was late at night, in case you wanted to go out, we made ourselves available to go up and come and open and close the door whenever you needed it. . The next morning the key was available but we didn't even have time to give it to you because you left very early.Regarding the hot water problem, there was a blockage of a few hours in the area not depending on us, but we immediately proceeded to get hot water to the rooms as soon as available again (it leasted maximum 2 hours). All our staff has tried their very best to help you and solve the issues and everything was resolved as soon as possible. Having solved all the problems you encountered, the early departure was your choice, so we were not able to give you any kind of discount.We are sorry that your experience was not positive in our Hotel and every complaint is very important to us.We hope that you will be able to give us another chance, in order to make you feel the welcoming spirit of La Calcina, that we always try to convey to our guest.Best regardsSamuelReception Manager Hotel La Calcina