16-04-2023 | Donna Munday and Mark Payton
I think the best word would be frustrating. You have a very very beautiful small hotel, in the most stunning setting possible. With 30-40 rooms it should be possible to provide truly excellent customer service. But your staff were mostly either unidentifiable (see previous comment about no Maitre D'), or inexperienced, or just not very good. We truly wanted to love it, and for it to be a place we would return to, but sadly we won't come back, due to the service being so erratic.
One other very disappointing thing was that we were there to celebrate my husband's 70th birthday. I had let you know about this by email, and got an em back saying this "Don't worry, we will make it an unforgettable birthday :)" from Gabriel González. I was very upset that you did absolutely NOTHING AT ALL to mark my husband's birthday. Nothing special, nothing unforgettable, noone said happy birthday, noone asked about it. It was very upsetting. Particularly so when I read a very recent review on Tripadvisor which praises your Guest Experience Manager Clara Gonzalbez for arranging a fabulous anniversary experience for the guests that wrote the review. We experienced none of that service while we were there. To be honest, apart from a bottle of cava, which was given to us as we were there for 4 days, we felt quite ignored, which is sad.
We did not see or hear from a member of management once while we were there. Not once. We appreciate that the em with this request to write a review is from Daniel Mayo - we have no idea who that is. No manager or duty manager, or Guest Experience Manager made themselves known to us at all, which in a hotel this small is really very strange. We didn't even know you had Guest Experience Managers and we certainly didn't meet one or hear from one during our stay. Surprising, given we were there for 4 nights (and it seemed many people were not there for that many nights).
So, overall, having written all this down, despite the absolute beauty of the surroundings, it was quite disappointing. We're glad we have had the opportunity to send this feedback to you.