We always stay at this hotel when visiting family in the Soo, and until now, our experiences have been excellent. Unfortunately, on Friday, November 14, I had a very disappointing experience at breakfast.
When I arrived at the restaurant, I informed the hostess that my reservation included the buffet. She looked at me and said, âIâm not sure,â in a way that made me feel as though I was trying to get something I hadnât paid for. I gave her my room number, and she walked away to checkâbut never returned. After waiting for quite some time, I approached her again, and she told me I couldnât have the buffet. It turned out she had my room number incorrectly.
Instead of apologizing for the mistake, both she and a male staff member were extremely rude. They treated me as if I were trying to cheat the system and said, âOkay, okay, weâll let you have the food for free!â I explained that it wasnât freeâI had already paid for it. They continued to be dismissive and repeatedly told me that this was a five-star hotel and that I didnât understand their process. The male staff member even walked away muttering something under his breath.
I was shocked by this behavior and wondered if this is truly the attitude expected at a five-star property.
However, the next day, when I returned for breakfast, the day's staff was friendly and helpful, and there were no issues. Because of this, I still hold a generally positive view of the hotel and consider the November 14 incident an isolated case.
