Away B.
Google
I am writing this review to document an experience at this hotel’s restaurant that was extremely unprofessional and deeply disappointing.
Around 11 a.m., my father and I, both Black Ghanaians, attended a business meeting with a white foreign guest who was staying at the hotel.
At the time we arrived, the restaurant was almost completely empty. Only one other table was occupied, but they left shortly after we arrived.
At no point were we warned that the space would be noisy or unsuitable for conversation. Had we been informed before being seated, we could have chosen to sit outside or relocate immediately. Instead, we were allowed to begin our meeting and then subjected to prolonged and escalating disruption.
Technicians, I believe working on the air conditioning unit close to our table, soon started making continuous noise by dragging plastic coverings, speaking loudly over one another, and moving about the space without regard for guests. The waitstaff themselves were also speaking loudly across the restaurant, despite it being clear there were guests in it.
The situation became untenable when the technicians switched on a machine that was so loud that all three of us had to stop speaking entirely and look towards the source of the noise. At that point, the meeting could not continue.
Eventually, a waitress intervened with the technicians. I believe she had a distinct horizontal mark on her left cheek, which I mention only for identification purposes, as unfortunately I did not even think to look at her name tag as I was in shock at her treatment that followed.
After addressing the technicians, she approached our table. When my father calmly began to explain that the disruption had been ongoing and inappropriate, she did not acknowledge him. She also did not acknowledge me.
Instead, she immediately directed her attention solely to the white guest. Her tone immediately changed from how she'd been harshly speaking to the technicians. She spoke politely and apologetically to him alone, making sure to keep eye contact with him alone, repeatedly addressing him respectfully, while the two Black Ghanaians at the same table were treated as though we were not present. She then suggested that HE might want to move or leave the restaurant while the maintenance work continued, again addressing only him.
No apology was offered to the table as a whole. No acknowledgement was given to the other guests present. This difference in treatment was obvious and uncomfortable.
While my father and I were not hotel residents, we were guests of a hotel guest, attending a professional meeting in the hotel’s restaurant. Any disruption caused by staff or maintenance affected all of us equally, and any apology or solution should have been addressed to all of us equally. Basic hospitality and professionalism require this.
Beyond the interpersonal conduct, the service failures were significant. Guests should never be seated next to active maintenance work without prior warning. Loud repairs should not take place in a dining area during service hours, or at least guests should be informed to stay away beforehand.
Staff should be trained to communicate clearly, manage disruptions proactively, and treat EVERYONE at the table with equal courtesy and respect.
Being treated with such disregard in one’s own country is deeply disappointing. This experience reflects poorly on staff training, service standards, and management oversight. I hope management takes this incident seriously and addresses the underlying issues.
