Pengguna Tetamu
7 Julai 2023
I am writing to express my deep dissatisfaction - as encouraged by Miss Rosario - with a recent experience at the Hotel Cap Rocat in Mallorca. We chose this esteemed establishment, confident in its 5-star reputation and its promised commitment to customer service. However, our experience did not meet these expectations and, unfortunately, left us with a bitter aftertaste. We had made a reservation at the hotel's restaurant, a place we have come to know and love. Upon making a confirmation call with the hotel, we discovered that there had been an unfortunate mix-up. We sought assistance to rectify the issue and expected the hotel to match our flexibility in finding a suitable solution. Especially because the hotel highlighted that the restaurant we wanted to visit still had a free tablw. However, to our dismay, Miss Rosario, the staff member we spoke to, was dismissive and refused to assist us further. Despite our longstanding patronage and the fact that we had dined at this very restaurant twice in the last week, Miss Rosario failed to acknowledge the situation's gravity and the potential impact on our relationship with the hotel. She not only refused to offer a solution but also consulted the hotel manager twice, who, we understand, endorsed this regrettable stance, which left is in quite a disbelief. Our disappointment lies not just in the initial mix-up - mistakes can happen anywhere - but in the lack of initiative and empathy displayed in handling the situation. We thought the team at the Hotel Cap Rocat understood the essence of customer service and valued its regular customers, but our recent experience stands as a stark contradiction to this belief. Given the reputation of Hotel Cap Rocat, the indifference shown to us was, to say the least, startling. It has notably tainted our perception of the hotel's commitment to guest satisfaction. What was most disconcerting was the hotel's proposal, after a protracted three-hour phone conversation, to cancel our reservation entirely just 45 minutes prior to our booked time and when we were en route to the hotel. This was proposed instead of simply relocating us to the available table in our preferred restaurant. We had believed that the Hotel Cap Rocat set the bar for excellent customer service, but this incident has, unfortunately, tarnished that image. We hope that our feedback will motivate the hotel to reevaluate its customer service policies and treat similar situations with the due consideration they deserve in the future. Sincerely, Ekaterina Derkatch
Terjemah