Lost-TravellersSerge
Family · November 20256/10
I didn't find the receptionist entirely friendly, but she was polite. I didn't understand her haughty behavior. I'm the guest, not the other way around, and I want to feel welcome regardless of my bac...I didn't find the receptionist entirely friendly, but she was polite. I didn't understand her haughty behavior. I'm the guest, not the other way around, and I want to feel welcome regardless of my background or financial situation. The hotel is meant for any guest willing to pay for it, regardless of their appearance. I was late for all the Club Level benefits because our flight was rescheduled, which, of course, was beyond the receptionist's control. Still, I somehow expected her to offer me the Club Level benefits the next day (with a voucher or something similar, since I paid for it, regardless of what day I could use them, even after I should've been checked out the room). An upgrade for the room doesn't cost them anything, so that was a very cheap (also figuratively) solution. You (the hotel) absolutely can't tempt me with something that doesn't actually cost the hotel anything, (but at the same time I actually paid for some extra amenities, so that went right in them pockets), but might impress the customer. There are reasons people choose Club Level, and a passive upgrade isn't one of them. When I tried several times to explain that our flight had been rescheduled by the airline, the receptionist pretended not to hear my "apologies." It was a shame, because we had booked two rooms: one at Club Level and the other at standard level. She even pretended that, because I couldn't use my Club Level benefits, I could have breakfast with my friends at Mossella, but this is a standard perk of a Club Level. It's a shame she assumed customers aren't aware of Club Level benefits, but I was very aware. In fact, I'm a Pan Pacific member and booked one room through my membership. I booked the other room through my bank (Revolut) benefits. What really got me was that she also requested a $200 deposit per room, for both rooms for that one night. Imagine if every hotel we booked during our three-week vacation (about 10 hotels) had required us for a deposit; we'd practically wouldn't be able to travel. Still, I felt like she was deliberately trying to ask for the deposit to indirectly gauge our financial situation. She didn't realize we'd already been traveling for three weeks, because during our three-week trip, we were NEVER asked for a deposit, except at Pan Pacific, and the other hotels were in the same price range. There are other ways to assess any damage before guests leave if that was the reason for the deposit. To "annoy" us (and as proof she was trying to have an idea of our financial situation), as it seemed, she blocked us from using the option to charge our room bills (and then pay for them upon departure). It may be one of the most beautiful hotels in the world, but the welcome was anything but. She clearly doesn't realize that this is precisely what caused us to not order, eat, or drink anything at all at the hotel, but deliberately spend our money elsewhere. To be honest, her pretentious approach irritated me immensely. She's not supposed to be submissive, but rather treat every guest equally and with respect, and I completely missed that. It doesn't matter whether I arrive in designer clothes or not. I'm a hospitality manager myself, but I wouldn't tolerate this kind of behavior from my staff. We were so taken aback that she actually ruined most of our expectations and, to some extent, made us even more critical about all the (unuseful) details that didn't turn out well. We weren't impressed with the pool either. None of the poolside bars were open, there were no signs about opening hours, and no menu. The towels were mostly so worn out that they even had large holes in them, and the loose threads tangled around your feet and arms. Nothing but praise for the rooms and architecture, but that's not how you attract customers in the long run. It's the service and staff that matter, and in our opinion, that was the biggest deal breaker... And all this for about a 1000S$ we spent, for one night only.Show More
