The breakfast experience makes for a bad start to the day. One coffee machine which is also the only source of hot water, so every morning every guest, queue's for approximately 20 minutes just to get a cup of tea or coffee. One morning one of the staff asked people in the queue if they were having tea as she could get them a tea pot of hot water for their table, which of course makes sense and was really appreciated by everyone in the queue, however this morning when I asked one of the staff could I have a pot of hot water she gave me an unhappy stare, and left only to return with an empty pot. I was confused, which was apparent, at which point she realised what I had asked for, and said out loud in Italian ”oh she expects me to fill it FOR her”, apparently judging me for not wanting to join the 20 minute morning misery line. She didn't realise of course, that my Italian partner was standing right beside me, and understood what she had said (in front of all the other guests). He immediately complained to one of the other ladies, who is lovely, and she was very kind and got some hot water from the kitchen. It was so uncomfortable however and I was embarrassed. If my partner hadn't been there I would have been the butt of this woman's joke, all for asking for just one small thing. Advice for management: COVID has clearly put things under pressure for the team, which is nobody's fault. If you source a second hot water dispenser you will cut the morning queue down quite quickly and all the guests will thank you for it. Because the rooms are a bit dated, bed's uncomfortable, and aircon extremely loud, the one thing that needs to be exceptional is service. I was really embarrassed by my experience this morning. My most basic expectation from a hotel is to be able to easily access a cup of tea or coffee in the morning, and I don't expect someone to try and humiliate me with my morning cup of tea
61 Reviews