inesfigueiras
ngày 6 tháng 10 năm 2024
I am writing to express my dissatisfaction with the service at Melia Isla Canela. My parents had booked a one-night stay to celebrate their wedding anniversary, and I wanted to make their stay extra special. Unfortunately, the entire experience was far below the standard one would expect from a 4-star hotel. Two weeks before their stay, I emailed the hotel requesting the treatment list and inquiring about the price of a bottle of champagne. It took a full week before I received a response from Maru Vera with the treatment list. However, the email did not address my request regarding the champagne, nor did it offer any further assistance. This was very disappointing, as I had expected more attentive customer service. The treatment list itself was very outdated and unappealing, consisting of just one page. It clearly needs to be refreshed and modernized, which discouraged me from booking any treatments for my parents. I still wanted to do something special for them, so I followed up again about the champagne—but received no reply. In the days leading up to their stay, I tried multiple times to get in touch with the hotel. I sent three more emails and attempted to call, but no one answered the phone. When I finally got through to Olga in Reservations, she barely listened to me and transferred me to Reception mid-sentence. I then remained on hold for an hour and a half, and no one ever picked up. My brother tried calling later that day, and finally, someone answered. He explained the situation, and the receptionist agreed to place a complimentary bottle of champagne in my parents' room. However, the card accompanying the champagne was not from us but was signed by "Carlos," the reception manager. This completely missed the point of making it a personal gesture from their family. Overall, the lack of communication, poor service, and unprofessional handling of what should have been a special occasion was extremely disappointing. This is not the level of service one would expect from a 4-star hotel. It was frustrating that despite trying to spend money to enhance my parents' stay, no one at the hotel seemed interested in assisting me. I hope that this feedback is taken seriously, as it reflects poorly on the hotel’s reputation and the experience it offers its guests.
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