This hotel has so much potential. It’s a gorgeous property. However, its customer service negates that.
At check-in, the staff member was ready to charge us in full for our three rooms plus a deposit for each until I reminded him that we prepaid for the rooms.
We ate lunch at the hotel restaurant. Despite being $250, all six of our meals were inedible - simple things like a salad and a burger were terrible even though they looked beautiful. We would’ve said something but we never saw our waitress again or anyone after we placed our order. She was rude when taking our order so maybe that’s a good thing. At the glasshouse, none of the four bartenders could say what beer was on tap. Did they even work there?
Finally, at check out, we were told we owed $27 euros for laundry. We didn’t do laundry. The staff member looked at her records and realized the mistake (must have been from a prior guest?). I then had to proactively ask her to reverse the deposits for each room, as she apparently forgot and/or wasn’t going to do so. That the guests have to remind the hotel staff at check-in and check-out of the correct charges and for a deposit return really leaves an unsettling feeling for the guest. She never asked how our stay was, probably because the hotel doesn’t want to know.
The hotel needs a hard reset. The focus should be on the fundamentals, like food quality, customer service, and training staff, before aesthetics. Don’t put lipstick on a pig.