I had booked a Sunday brunch at the Reefs because I had a visitor from the
UK over, and thought what better way to show him beautiful Bermuda than at
a Reefs Brunch, complete with stunning views.
Sadly as soon as I arrived for my reservation I was rudely informed that I
would have to wait at least 15 minutes because they were currently full,
despite seeing at least 4 open tables, each with at least 4 chairs, and my
party being only 3 people. When I inquired as to why there was a delay, I
was again rudely informed that "Airplanes are delayed all the time, you
just have to deal with it". I was totally shocked at the response, because
I believed my question wasn't unreasonable given that I had made a booking,
I had arrived exactly on time and was now told, not asked, to wait at least
Ok, so be it, what's 15 minutes? I then asked this very rude hostess where
it was that she suggested we wait. Her next response was the lounge or bar.
Because of her terse response I then had to asked, where these locations
may be, and was greeted with a long stare before she vaguely pointed off in
the distance behind me.
Now very annoyed about how I had been treated, and a little embarrassed
that my visitor had to witness such terrible customer service, we headed
off in what we thought was the direction of the bar.
We finally got a table after waiting at least 15 minutes, and the brunch
itself was decent, though because our booking was later in the day and
because we had to wait a further 15-20 minutes, we had to rush to get food
because the kitchens were reaching their cleaning up point.
Skip forward now to after we have finished, and are leaving. It had been
raining when we arrived, so I had left my umbrella at the entrance, not
wanting to drip water on the hotel's wooden floors. I come outside to find
that my umbrella has been taken (probably by an unknowing guest). I then
had to go back inside to tell the reception staff what had happened, which
was greeted by a half hearted attempt to look at where it had been left in
the umbrella stand, and then a brisk apology, before the receptionist
returned to her station.
All in all, the whole experience left a bad taste in my mouth, and I have
come to the conclusion that if things are running smoothly, The Reefs is
fine, but when something goes wrong, The Reefs staff are woefully incapable
of dealing with customer complaints. I will not be returning to the the
Reefs with any further visitors, because it did not seem like any of the
staff members cared whether I was happy or even satisfied, so a word of
caution to those visitors thinking of frequenting this establishment.
If someone from The Reefs wishes to prove me wrong, please contact me for further information.
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