Terrible Service & Food - Bulgari Hotel & Resorts, Dubai دبي - Trade Reservations
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🤮 1/5 - Terrible Service & Food
By 👻 @Sofia, 04/11/2024 3:00 am
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Dear Pep Lorenzo & Team, I hope this message finds you well. This morning we had breakfast at your hotel and I would like to bring to your attention a few issues regarding our experience. While my family and I have been regular breakfast guests for the last few years and are usually very satisfied with your service - this morning’s experience was beyond comprehension and has unfortunately left an extremely incompetent mark on your brand. I fully understand that mistakes can happen and have utmost respect for discrepancies in communication between waiters and kitchen as well as challenges in management. However, I also believe for a hotel that charges almost 1400euro ++ per night, basic hospitality training for your staff would be not only be expected but integral to the success of any business - even charging 1/4 that amount. Moreover, one would also expect senior members of the team to know how to appropriately deal with challenges and complaints with a satisfactory resolution there and then. Here are just some of the experiences I am referring to: - Waiter did not know the difference between a poached egg or a boiled egg. This got rather embarrassing as this mistake was repeated a few times - One of our orders was served to us wrong 2 times after sending it back to the kitchen - Avocado on toast, one of the most common breakfast dishes ordered worldwide, was served on a side plate. Anyone would do a better job in their own kitchen. - The gluten free bread was terrible - so cheap. As one of the most common food allergies in the world one would expect something slightly more decent. - Your manager asked our friend on the way to the bathroom, how her breakfast was, she said terrible and the manager asked no further questions, just smiled and took no action - When I brought this to the attention to her and later your duty manager, it was clear that neither had any understanding, nor training in how to deal with such a situation Personally, I won’t ever be visiting your hotel or any Bvulgari hotel again for that matter. However, I trust that you will take my concerns seriously and take the necessary steps to address them with your team.
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