Shocking Customer complaint approach
We are currently staying at the Landmar Hotel. After approaching the Hotel reception about an all inklusive amenity discrepancy query we were very surprised to find the reception telling us incorrect information and arguing with us as a guest.We were told that certain amenity are not available for us and no option to even try to find a solution was offered. Further a lot of information was missing at check-in which also let to some situations which were also disappointing. After having received such poor treatment and having emailed back and forth we asked to speak to Management and this led to even more unprofessional treatment from the Guest relation department. The following day I was indeed informed that the director would not see me and I should state my complains via email to my tour operator. I then proceeded to find ANY Manager in order to state my dissapointement. I was able to speak to the Restaurant Manager, Maria, who was empathetic and amazing. I was then also able to speak to the assistant Director who had been briefed by the Guest Relation staff and who then decided to mention that her staff were not happy with the way I complaint accusing me of doing things I did not do. Unbelievable is the only word I can use. She was not empathetic nor very apologetic unfortunately. This was very disappointing. Further unprofessional things that had been said by the staff were now downplayed as a misunderstanding or denied. And if the staff lies about something and Management rather accuses the guest of complaining the wrong way (I did not insult nor shout) then there is nothing to be done but be shocked and leave an according review. I am sure the standard reply will come and probably mentioning of the aminites and the tour operator.. Etc.. which was indeed not the problem. The problem was the poor customer service received by some staff. But on that note I must highlight how hardworking most of the other staff is! We have been treated with more professionalism from the Restaurant, Bar, Animation and specially the cleaning staff then by some of the Front Desk and Guest Relations! THANK YOU to them for being so nice! Otherwise we would have left by now. Btw I myself have been working in the Hospitality Industry for the past 20 years and I know very well about Hotel and Customer Service Standards which makes this even more disappointing. Not to mention having our yearly and hard earned vacation spoiled do to this very disappointing situation.
Nadine Täsler
Your worst holiday nightmare
This hotel seems to be nice at the first glance, great location next to an amazing beach, all is great…but then the night comes…You are looking forward to spend a relaxing evening with your loved one, put your children to sleep to have a moment for yourself…but then you realize you can’t…Why is that? Because the hotel bar is extremely loud and even if you are in your room, lying on your bed, you have an impression to be at the dance floor…your children cry because they are tired and can’t sleep because of the noise…bad dream? No, it is reality and a really bad holiday all due to this “amazing” hotel which is not respecting their guests, calm night hours and their neighbours. We are unlucky enough to be among them…”funny” thing, you go to the reception to complain and ask them to lower the noise, without any effect of course, and you meet there other desperate people begging them to lower the noise as their children can’t sleep…If you want to have a calm holiday, have some rest and good sleep, avoid this place, there are many great accomodations around. Customer service at this place is a joke unfortunatelly…
Andrea Miskovicova
Crisis due to pandemic
We were locked in our room number 340 due to the pandemic after 6 days of a 28 day holiday all the experience we had paid for was limited. The food was rationed, my husbands food allergies we ignored even though the hotel had been advised in advance of our stay. The hotel has a duty of care to all their guests and did not display the allergy ingredients in each and every dish. Miriam and Lisa guest relations were informed about the food allergies. The restaurant manager was oblivious to his duty in this very important criterea. This could be life or death. The all inclusive was limited, the pools were closed.The maintenace team removed the one working reading light next to the bed without explanation. The patio door didn't lock, The balcony had a full width crack which so deep you could insert your fingers in it. Bath had a chip in the enamel. Insufficient drawer spaceBirds frequently snacked on the food in the Arena Pool Bar and off the out door eating area by the main restaurant.The letter addressed and hand delivered to Jorge Mora remains unresponded to we have been treated appallingly and disrespectfully The french lady on the Reception desk refused to refund the unused portion of our safe deposit we are owed 15 days deposit.On the surface this hotel has the makings of a first class hotel destination but there is alot more that can be done to improve its ratings.
Kerry James
