美洲豹沃克酒店的評論

Starting with the positive: The enthusiasm, friendly demeanour and helpfulness of the general operations and FOH staff was very welcome. The staff could not be more ready to help guests as best at they were able (remember the latter for later). We stayed in one of the Buffalo Thorn rooms which is exactly what we paid for. It was clean, had all the needed amenities, strong wifi and a good air conditioning unit. The rooms were also well serviced and replenished every day. The only major criticism for the room was that the ceiling could have done with a lick of paint. For the Lodge as a whole the general buildings, design and overall site were well appointed and it was pleasant to have all of the animal, reptile and bird life around. Unfortunately there were several glaring negatives: Firstly, while very willing and helpful, the staff were quite obviously not fully or effectively trained in hospitality operations and guest service. By no fault of theirs, this is a management/operator problem. A small amount of good, experienced and effective training would go a long way to enabling such enthusiastic staff to shine. Also some hands on quality control from management would go a long way in ensuring that the trained staff maintain a high standard. One of the managers quite proudly mentioned that the staff were left up to their own devices to "be able to express themselves", while a good notion... No good without some training and at least a bit more owner/manager/supervisor quality control. Segway on to the root issue, management... In a sentence: somewhat clueless and absent almost always. On check in the manager on duty was not at all aware that the deposit payment had not been received despite our telephonic follow up before leaving on our trip. This is however surprising as there seemed to a general tone of petty money saving focus that we encountered on several occasions during our stay. We were asked to pay cash for ice-creams instead of signing them to the room and were almost inadvertently encouraged NOT to pay a gratuity if we were going to pay it by credit card, citing "increased turnover and tax" as a reason for not paying the staff their deserved gratuity if it was not in cash. Not great for customer service!!! The mind boggles... Of a morning at some stage one of the memebers of management would come into the breakfast room, talk quickly to only a few of the guests, got to reception, have a chat to staff in the BOH areas and then dissappear before the breakfast service was done. We seldom saw any management present during the day and they were not seen for the dinner service at all. To my previous point, a bit more presence would go a long way to ensuring service QA and staff confidence. Lastly, the food. While it was clear that the cook put together the menu and the products well to the best of her ability and her enthusiasm and pride was such a pleasure to behold, it was clear that much more training was needed to get the food up