“The property itself is good, but hospitality is not only about having a beautiful, clean place and a good breakfast. It”
We were disappointed by how the host treated us. Our flight to Bordeaux was delayed by about an hour. We went out for dinner with friends and, realizing we would be late, we called the host to inform her and ask for entry instructions, thinking it was courteous. We didn’t know check‑in was from 16:00 to 19:00; she told us this was written in the instructions we had missed. We accept that was our mistake, but her reaction was unacceptable. During the call she was extremely rude, as if scolding us, and even questioned why we chose to dine with friends instead of coming straight to the property. As paying guests, we found this completely inappropriate. She continued this for almost ten minutes when we arrived, insisting that in 25 years this had never happened to her and repeatedly saying she wanted guests to feel welcome, yet she made us feel anything but welcome. We called because we wanted to be respectful and let her know we were arriving late, but we felt so uncomfortable that if another option had been available that night, we would have preferred to lose the money already paid and stay elsewhere. I work in hospitality with some of the best hotels worldwide, and I know you should never make guests carry your frustration or emotions. You can explain rules and boundaries, but you can still do it with respect and professionalism. The next day she was normal with us, and I want to be fair: she clearly puts a lot of love and care into her property. The rooms were very clean and well kept, and the breakfast was also very good.
Lina·2 месяца назад