8/10 - Tốt
Liheng
Đi cùng gia đình và trẻ nhỏ
25/05/2024
Thích: Sạch sẽ, tiện nghi, dịch vụ, điều kiện & cơ sở vật chất nơi lưu trú
Reason I didn’t rate it 5 stars, I must honestly say the service is not up to my standard. Everything else is amazing.
Staff/service: staff are all friendly and nice, but as someone who paid $1,000 euros for one night, my expectation is high. My main issue with them is the villa we stayed at, the first night after our long journey from Palma, we did not have hot water. I called front desk, someone came, couldn’t fix it. He was apologetic and nice, so no issue. Next morning, I dropped by the front desk and brought up the issue. They didn’t think it’s a big deal, and said they are working on the issue. The guy I spoke to, did not apologize or make any offer to make me feel better. Another lady heard our conversation and stepped in, also didn’t apologize, just shrugged and looked at me like “what do you want me to do?” I mean, saying sorry would be a good start.
I am from Canada, and worked in the hotel industry before. I am not sure maybe it’s the cultural differences. In North America, apology and offering solution to the upset guest is definitely required.
From all the interactions I had with the staff, servers, bell boy, front desk, everyone is nice, but the things they do or say definitely have more room for improvement as a 5-star establishment.
Liheng
Lưu trú 1 đêm vào Tháng 4, 2024