It is with reluctance that I have given a poor rating, but I feel that this hotel needs a loud wake-up call. In many respects it is very good, and many aspects of my recent week's stay here were excellent. The hotel itself is lovely, it has a great beach side location, rooms are very nice, and in the main the staff are lovely. The food in the Market restaurant is good, and the chefs who prepare it are charming and helpful.
However, and for me it is a huge however, the service in the restaurant at breakfast and dinner varied from good to non existent. We had similar poor experiences to other reviewers, plates not cleared, drinks not arriving, surly responses when problems were politely raised. After waiting for 20 minutes one morning I eventually had to get up and walk across to a waiter to ask for coffee and juice. When neither had arrived 10 minutes later, I found a supervisor who told me that they were having problems with the coffee machine; if this was the case, why didn't staff explain to all diners that there may be a delay? And in any event, this does not explain why no juice was offered. No apology was offered on this or indeed any other occasion when similar problems were raised, indeed I was met with a somewhat dismissive response.
At our final breakfast, we were sat at a table with no glasses, and no jams. Again, I had to seek out a waiter to place our coffee and juice order. This time, the coffee arrived fairly promptly, but no juice. Eventually I got up, walked to another table some distance away and retrieved two glasses and some jam, which I placed on our table. I then walked to a cupboard on which stood a jug of juice, filled our glasses, and returned to our table. This was in full view of several staff, not one of whom attempted to assist. Any restaurant worth it's salt in even a two star establishment would have been mortified to see this happen, but this is a five star, luxury hotel, with rates to match.
These are just two examples of the poor restaurant service which we encountered. The result was that meals became a tense affair, as we wondered whether we would get any service at all, and whether what had been ordered would be delivered, and when. Dining in a hotel like this should be a relaxing pleasure. Instead, it was attended by increasing degrees of low key anxiety as the week went on.
I spent some time with a front of house manager on our second morning, going through with her the problems we'd had with our first two meals. She listened very attentively, and made all the right noises including an apology. She acknowledged that the management was aware that it had problems in this area, and she explained the training measures that were in place to address them.
However, it seems to me that whatever is being done in this regard is not working. A read through the reviews on Tripadvisor shows that this problem has been there for months, and it doesn't seem to be getting any better. This smacks of either complacency or incompetence. Given that both the breakfast and dinner service is mainly self-service, just how hard can it be to get this sorted?
I have had infinitely better service in much more lowly establishments, and can clearly say that I have never experienced worse service of its type than I did in this hotel's restaurant. This is such a shame, as there is a lovely holiday experience here waiting to get out.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Many thanks for sharing your feedback on Tripadvisor.
I was extremely sad to read that the situations faced with the service in our restaurant marred the image of your stay in our hotel, and would like to apologize for the inconvenience caused.
On a positive note, I would like to thank you for recognizing the many good thing our hotel offered, and in particular the service provided by our Ambassadors.
We all look forward to welcoming you back and show you our improvements.
Director of Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.