“Beautiful location, but surprisingly cold and unhelpful customer service”
Beautiful location, nice breakfast and the food in the evening was very good. Highly recommend the tomato soup of the house. But location and food is not enough in itself. The staff came across as cold, arrogant and surprisingly lacking in basic hospitality. Wwe had the feeling that we were not particularly appreciated as guests, except perhaps when it came time to pay. The staff generally came across as cold, somewhat arrogant and, above all, not very service-minded. One evening, we arrived back late and wanted to have dinner (we arrived at 19:44 and the kitchen closes at 20:30, so 46 mins before closure). We were told that the restaurant and dining areas were full and that we should have called in advance to reserve a table. However, nobody had informed us that a reservation would be necessary. Bare in mind that 99% of the restaurant guests are people staying in the hotel as it's located 20-30 mins from any other city/restaurant. What made the situation especially disappointing was the complete lack of effort to find a solution. Rather than trying to accommodate two friendly guests or suggesting an alternative, we ended up being ''offered'' to eat outside on a bench in approximately 9°C weather. There was no polite apology, no "we're sorry about that", no small gesture or symbolic discount on the food. Nothing. What made the experience almost comical was that, after sitting outside for only 7-8 minutes, we could clearly see tables available inside the restaurant. Nobody came to offer us one of them or suggested that we move inside. We genuinely struggled to find words for the situation because it felt so unnecessarily strange and inhospitable. The location/facility itself is fantastic and, based on that alone, I would happily give the place 10/10. Unfortunately, the lack of information, the attitude of the staff and the general absence of hospitality and customer-service focus was 2/10. Thus I can only give a total of 5/10 for this. It is a real shame, because with warmer and more attentive service, this could very easily have been a 10/10 experience
Alexander2周前