Гость
10 апреля 2023 г.
Borgo Hedone is a stunning property in a gorgeous, even underrated, town. We were prepared to love it and had wanted to recommend it. There were many pluses. We stayed four nights in a Superior Suite with a huge and absolutely beautiful terrace with a panoramic view. But there was a lack of generosity and warmth, as well as appropriate oversight. on the part of management that severely let the property down. The floor in our room was filthy on arrival. On mentioning this, we were told dirt must have blown in from the doors, but there was little in the way of apology or assurance this would be corrected. In fact, the floor remained dirty until the next morning’s cleaning. Two small bottles of water were left the first day, none the following days, in spite of drinking water being an amenity offered in the booking materials and indications tap water was not potable. Two packets of Nescafé were likewise left the first night and not replenished, though daily coffee also was promised. The property describes itself as a Luxury Resort. Nescafé hardly qualifies for either descriptor; even worse when it is missing. Eventually, when we asked for it, an espresso machine was brought in. But we were left on our own for espresso pods. What struck us most was the lack of pro-active attention to service. When we asked for things they (mostly) were provided. But having to ask is not pleasant, especially when one is met by a rather brusque assent rather than in a spirit of wishing to please one. Lights were not turned on in public rooms one was occupying, including at breakfast. Breakfast in fact was a somewhat tense affair, with the manager, who doubled as a server of coffee drinks, lurking in the background seeming to be waiting for us to leave rather than coming out to find out if there was anything else we might have wanted. She never balked when asked for something. But one always had to ask. And never was there an indication that our questions or requests were more than tolerated. They were met, but just that. It was a cold manner of service, ungenerous. On the flip side, the man porter/maintenance man who picked us up and brought our luggage in the Ape cart was extremely nice, kind and gave us the sense of our being valued guests. We wish he had been the example to set the rule. This is a gorgeous property that could, with a bit more spirit of service and generosity, truly be a wonderful luxury resort. Now, it feels more like Faulty Towers run out of the Queen Mary.
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