Lousy service from the start
14/07/2017 Peter L, Copenhagen, Denmark
We should have known it was bad when the hotel shuttle drove off without us at the airport. We waved at it, but the driver didn't care. Then we waited 45 minutes in the broiling heat to be picked up -... more
We should have known it was bad when the hotel shuttle drove off without us at the airport. We waved at it, but the driver didn't care. Then we waited 45 minutes in the broiling heat to be picked up - we had to call the hotel 3 times.
No apology when we arrived. The female driver who was the one who drove off just shrugged her shoulders and continued talking with the manager of the front desk who also didn't care.
At the pool bar the female bartender refused to understand an order for "Drei Fassbier" (I am Danish) - and only reacted when it was changed to "trois pression" - I am aware that there are linguistic and cultural barriers in Switzerland - but people working in the hospitality business need to leave such issues at home.
Later that evening, an American couple joined our dinner table. We waited and waited. No service. Finally I asked the waiter working the drinks to please get us a waiter. He refused. Not his job.
Even later, when the Americans had managed to order and their food was finally ready, a waiter came out doing circles with the plates, not knowing what table it was for. I caught his eye and pointed at our table. He rushed over and asked me what was my problem!?!?
On the Sunday evening, after a hard business weekend, the staff refused to find us a table because the bar tables were taken and the restaurant tables (we intended to eat after a few drinks) were not open yet. We were shown a group of chairs out on the grass under a tent, which was directly in the sun and very hot…and full of bugs. We only got seated after I refused to sit in the grass and I insisted on seeing the manager.
Finally on Monday morning at breakfast there were no napkins on our table. My partner reached over and took a napkin from an empty table and was reprimanded by the staff!
The physical surroundings of this hotel are OK in the way that four star chain hotels are these days, that is: efficient, clean and unremarkable. But the staff is absolutely horrendous and obviously have an internal culture where their own rules and political/cultural beliefs (this is a French speaking hotel) have made them completely forget who is the guest and who is the employee. They should simply not be working in hospitality
I travel constantly all over the world, and I seldom write reviews. I know many kinds of hotels and know what to expect. The restaurant food was good if a bit overpriced. But the service was simply singularly bad and probably the worst overall experience I can remember.
This hotel needs a top to bottom review from senior management of the hotel chain.