Alex K
Google
IMPROVEMENT IS NEEDED - firstly, let me start off by saying the property and the grounds are stunning. However, I feel that this has caused management to be ‘lax’ in other area of normally running a hotel and customer experience. Here are a few things:
1) most rooms are not in the main house, and are tiny. Like the almost not enough room to walk round the end of the bed small. Probably the smallest hotel room I’ve ever stayed in, suitable really only for 1 person.
2) in our room, the phone didn’t work. Also all the light switches felt ‘sticky’, this is because they have that ‘soft touch’ finish on and they’ve become old an need to be replaced.
3) nothing easy or written down. Unlike 99% of every hotel, the WiFi passwords, time for breakfast etc, nothing is written down in the rooms. Similarly, we found that nothing was really signposted in the hotel.
4) someone had the bright idea (pun intended) of installing what I assume is a WiFi booster in the room that glows bright blue ALL NIGHT LONG. Fine if you don’t enjoy sleeping in the dark, we had to cover ours with a shirt.
5) no hand soap in the room. Want to wash you hands? Better get out the shower gel…..
6) was told breakfast was served to 11am, actually wasn’t - had to try convince them to serve us. Which they did, and they did sort something out for us, but again - write it down in the rooms please!
7) food - lovely. However the wine menu, I’m sorry - but 90% of your customers are not connoisseur or wine experts. Made it so complicated, no definition as to what type of wine it was (e.g Merlot, Sharz, Pino Noir etc), and we were left to Google everything trying to work it out (which made us feel uncomfortable - like someone had given us a hard homework assignment!). We went to a 2 Michelle’s star restaurant in Colmar the following night, wine menu sooo much easier.
Most of these things are easy to fix. Again, lovely grounds, very well maintained, staff where polite and rally tired hard. But hotel could use a little more focus on the customer experience by management.