Zhulide
Very disappointing customer service experience.
I asked for a breakfast sandwich in advance, but it was not available. I then suggested three different alternatives myself, and each one was refused. After that, I was simply told that they would not be helping me further.
What made the situation even more frustrating was that the breakfast place opens at 6:30 a.m., and I offered to come downstairs and pick up the breakfast myself. I was specifically trying to save the staff time, since they would not need to deliver anything to my room. We were talking about a simple breakfast box that takes only a couple of minutes to prepare.
The response I received from the reception agent was, “Do you know how much they have to do? They cannot spend time on you.” I found that remark incredibly rude and dismissive. Hospitality is about helping guests, and I was making every effort to find a solution that would minimize any inconvenience for the staff.
When I expressed my frustration, I later overheard a reception agent complaining about me to a colleague. A few minutes later, that colleague called my room to lecture me. I have never experienced a hotel handling a customer concern this way.
I have stayed in five-star hotels in Switzerland and in small family-run Airbnbs in southern Italy, and regardless of the level of luxury, I have never encountered service this poor. The entire interaction felt dismissive, hostile, and unprofessional.
I will not be returning ever.
I asked for a breakfast sandwich in advance, but it was not available. I then suggested three different alternatives myself, and each one was refused. After that, I was simply told that they would not be helping me further.
What made the situation even more frustrating was that the breakfast place opens at 6:30 a.m., and I offered to come downstairs and pick up the breakfast myself. I was specifically trying to save the staff time, since they would not need to deliver anything to my room. We were talking about a simple breakfast box that takes only a couple of minutes to prepare.
The response I received from the reception agent was, “Do you know how much they have to do? They cannot spend time on you.” I found that remark incredibly rude and dismissive. Hospitality is about helping guests, and I was making every effort to find a solution that would minimize any inconvenience for the staff.
When I expressed my frustration, I later overheard a reception agent complaining about me to a colleague. A few minutes later, that colleague called my room to lecture me. I have never experienced a hotel handling a customer concern this way.
I have stayed in five-star hotels in Switzerland and in small family-run Airbnbs in southern Italy, and regardless of the level of luxury, I have never encountered service this poor. The entire interaction felt dismissive, hostile, and unprofessional.
I will not be returning ever.
