The hotel has a lot of potential, like the architecture and surroundings, however the generalized lack of empathy and professionalism by the staff ruins it in our opinion. Case in point: on check out, I asked to be invoiced under my name and company. “Mr C” said the invoice could be under my company name but would also need to reference my wife’s name instead of mine, as the booking was made by her. This was of no use for me, so I asked whether there was a way around this issue, as this has happened for us before at other hotels and they were easily able to accommodate the change. The answer was no – the software had recorded everything under my wife’s name. I then joked that ok, but maybe they should consider changing their software, to which he insisted that the software was doing what it was supposed to. So: 1) the staff was unable to put himself in my shoes and understand this was an impactful situation; 2) he was unable to escalate to management to find a solution; 3) not only did he not understand this was a reasonable request (attended to at other hotels), he insisted on making a point that everything was correct (hence I was incorrect); 4) total lack of empathy and professionalism. In the end he should have just said “sorry that we cannot accommodate your needs”. This was just an example. In the restaurant, there was just one person we found friendly – the sommelier, fantastic man. It’s really as if no one cares about their guests. Other notable exceptions: the girl that checked us in and the hotel director, both very friendly. Finishing the list of “cons”, we were a bit surprised there was construction going on near our suite (11) both on Saturday and Sunday. Not what we expected as a tranquil place to relax. To try to finish with a positive note, we liked the architecture and surroundings which, while tired here and there, still retain their charm. The suite was comfortable and the upgrade to a 2 bedroom was a nice touch. As were the gratuities like wine bottle, cookies, flowers, and honey. Breakfast was good, and so was the food at the restaurant. But in the end, none of this matters when your guests leave with bad memories and not wishing to return.
滿意
58 評價