Tài Khoản Khách
24 tháng sáu, 2024
Our overall impression of the hotel is very good. We liked everything: the food was delicious, the rooms were clean, and the staff was friendly. We came here to celebrate our parents' birthday, and everything was wonderful until my father's birthday. We booked a bungalow for two days for 200€, and for this, we were offered a beautifully set table in the main restaurant and a complimentary bottle of alcohol in honor of the celebration. Everything looked magical: the waiters poured wine and water and provided top-notch service. However, when it was time to leave, we were presented with an 80€ bill. We certainly did not expect this, as it was supposed to be a gift from the hotel in honor of the birthday. It turned out that instead of the complimentary bottle of champagne, the waiters opened two bottles of wine costing 40€ each without informing us. They simply asked if the wine was okay for us, and we agreed, not knowing it was not complimentary. A long discussion ensued. We calmly explained that we were promised this as a gift. The situation could have been resolved peacefully if it weren't for the intervention of the Guest Relations Manager, Mustafa Aslan. This person absolutely does not deserve his position. He kept me, an eight-month pregnant woman, in the lobby for 1.5 hours late in the evening, trying to figure out who should pay for the wine. He constantly yelled at us, insisting that we had to pay because the wine had already been consumed, and if not us, then the waiters would have to pay. He blamed us for not realizing that we were being served paid wine instead of the complimentary champagne. Mustafa Aslan did not hesitate in his expressions, disregarding my pregnancy and the ruined celebration. In this hotel, the rule "the customer is always right" does not apply. Instead of resolving internal communication issues between departments, they blame their guests. Ultimately, this entire mess was over a bottle that costs only 3.70€ in a store. Is this worth the hotel's reputation? We urge the hotel management to pay attention to the employee Mustafa Aslan, who created a negative impression of your hotel. Such individuals do not deserve to work and represent the interests of such a wonderful establishment.
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