4/10 Fair
14 Jul 2024
This hotel does not offer a Four Seasons or Fairmont experience, but it could have.
The common themes: understaffing or poor staff training/supervisio
Our experience with the bag handling was not as smooth as we expected. We expected bags promptly after check-in. We said we did not know our room number yet. We retrieved them from the storage room after a 60-minute wait. Our initial impression was a disorganized operation.
Later we learned the door person was alone on their second shift to greet us. This person should not have been left alone on their second shift to greet guests. Training and shadowing by an experienced door person would have avoided such an elementary oversight. The young man was left on his own. Not fair to him or to us.
The evening servers were understaffed and obviously run off their feet.
While we understand that high food and alcohol costs are in line with an upscale resort, we were disappointed with the food preparation. Caesar salad with ranch dressing? A Greek salad with no dressing? Grilled cheese was unspeakable (we have pics). Cold hamburger. Greek salad was so bad I respectfully taught beach lounge bar staff how to make a dressing to convey to the kitchen staff. Wait staff were thankful for the instruction. Kitchen staff need training & supervision.
Great property good staff under training = unrealized business potential. We recommend that Kempenski Head Office do a blind audit. These are fixable problems.
Ken
Ken, 3-night romance trip
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