Unfortunately we had a negative experience at Caprice Spa. The rooms are spacious and very nice, but the shared areas are out-dated and in need of renovation. The restaurant has nice breakfast but no options for lunch and dinner.
Our main issue was that a male member of staff came into our room whilst my wife was sleeping. He first entered the living room, then came all the way into the bedroom and woke her up. He did not leave, but rather remained asking her questions about room service, without apologising. She was quite shocked and scared.
When we complained to management, it was not taken seriously. We were given excuses about the time, the printer not working etc etc. We could not speak to the hotel manger, only the head of housekeeping, who barely apologised.
Once we said we would leave a poor review they were more apologetic. Then they later came and told us that if we left a bad review the member of staff would be fired. Clearly, we did not want the housekeeper fired, we wanted a more formal apology and for improved processes and training for staff. We did not like being 'threatened' that if we write a bad review a staff member would be fired.
To be clear, we do not want anyone fired. Our hope in writing this is that management will ensure better processes and training for staff, to avoid similar situations in future, and to review how complaints are considered. Thank you.
