Joanna Dawid
Google
When you spend several thousand euros on a three-night stay, you expect to enjoy a cocktail in the restaurant with a view, especially after paying for an expensive dinner the night before. Instead, we were flatly refused. We couldn’t even look out at the terrace because, we were told, there were “other guests” seated there. I’m sorry, but as hotel guests ourselves, we should have been given priority.
I understand and respect house rules, but when we went up to the terrace only to be told we could drink in the reception area, I felt genuinely embarrassed. There were plenty of empty tables inside the restaurant and it was almost 9 p.m. Had I been in the staff member’s shoes, I would have asked, “What would you like to drink? We’ll send your cocktails to your room,” and the matter would have been settled. The person who spoke to us was completely unable to handle the situation or find a satisfactory solution and kept hiding behind “other guests,” as if we’d walked in off the street. It was outrageous, I’ve never experienced anything like this at a luxury hotel.
At reception, we were offered a drink at another hotel nearly a kilometre away. But it’s not about distance. A guest at a five-star hotel has the right to enjoy a drink wherever they choose, and that is exactly why they chose that hotel.
The staff’s attitude on this matter deeply disappointed me.