삼성흉부외과 네.
Google
Very Disappointing and Misleading Service
I stayed at this hotel for two nights with a dinner-included package. Unfortunately, the experience during dinner service was very confusing and disappointing.
During dinner, drinks and coffee were presented in a way that made it appear they were included in the package. However, when the bill arrived, I was charged separately for them.
The same staff member served us both nights. The way the drinks were offered made it completely reasonable to assume they were part of the dinner package. When I questioned the charges, the explanation kept changing. First it appeared as though the drinks were included, then I was told they were charged by bottle, and later I was told that only food was included but the drinks were “offered as a service.”
What made the situation even more concerning is that when I later spoke with the hotel’s duty manager by phone, he mentioned that the voucher states that drinks are not included. However, he also acknowledged that when staff ask “coffee or tea?” at the end of a meal, it can reasonably be interpreted by guests as a complimentary service.
My concern is not mainly about the money. I paid all the charges requested by the hotel at checkout.
The real issue is the lack of transparency and the constantly changing explanations during the service. If drinks are not included in the package, the service should be clearly presented that way from the beginning. Presenting items as if they are included and then charging later creates unnecessary confusion for guests.
If this is the level of transparency and service provided at an InterContinental hotel, I honestly do not see a reason to choose this brand again in the future. I will also be raising this issue through the hotel chain’s official customer service channel.
