The hotel and its grounds are beautiful. Unfortunately, our stay was ruined by terrible staff conduct. We were met by a rude receptionist on arrival (blonde hair female). Upon entering our room we couldn't find a kettle or tea/coffee facilities, which is unusual for a 4* hotel. Having asked back at reception we were told they don't do it for rooms that don't pay enough, and too bad! Not only is this an extremely poor and cost cutting approach, but it would take such little effort to make things right, e.g. Offer a complimentary hot drink?! Unfortunately this approach runs deep in this hotel. The bare minimum. They just don't care. At dinner, we were brought the wrong dish entirely (firstly dangerous towards guests with intolerances and allergies) but the staff again just did not care and after 20 minutes offered to return the correct dish, lukewarm. This is the BARE MINIMUM of service recovery. No attempt to make things right or leave the guest with any sense that they care at all. You will find all staff seem to be trained in not caring here, housekeeping staff will not share a pleasant Good morning, but will instead barge past you in the corridor. Gym facilities were out of order and unavailable. That same receptionist coughed on us at check-out to top it off. The staff and service ruin this hotel to the core. I will share one redeeming factor. A junior staff member names Frida Martin was the only individual who knows how to look after guests. Wanting to be conversational, asking about our stay and eager to go the extra mile. My biggest fear is her talents are wasted here. Alone, she would make a better manager to the hotel than the current team which is running the property into an early grave by driving away guests with poor service. We certainly won't be returning, and FYI, it is common for kettles in the room across Europe, even in budget brands such as ibis. Get a grip or go bust! An embarrassment to the Paradores brand.
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