CaptainCurtis
Established Member
- Joined
- Oct 8, 2013
- Posts
- 1,252
I just had an incredibly disappointing stay at the Movenpick on Spencer that I wanted to share. For some background, I have stayed there a number of times in the last year, probably close to 20 nights. On one of the more recent stays, I had a number of issues that I’ve previously highlighted, as well as significant issues with street noise. I was eventually moved into a room away from Spencer street, but the damage had been done. I spoke to Cory, the GM at the time, and I was told that my issues with the noise had been noted and that if I were to come back, they would make sure the same issues weren’t repeated.
I thought I would give them another go this week, as their rates are reasonable, location is good for work and the rooms are pretty decent. Disappointingly I was put in a room facing Spencer street, with significant noise. I called reception immediately, and they promptly moved me. Not a good start.
The following day, I went downstairs for a bite to eat at 1:35PM. I initially sat in the bar, but was told the bar menu only commenced at 3PM, but the bartender provided me with a menu for the main Miss Mi restaurant. About five minutes later, I moved to the restaurant (a few feet away) and requested a table. The same bartender told me that they had taken last orders. Why provide me with the menu then?
I asked for the restaurant manager, who rudely reiterated I could not be served as last orders had been taken. I kicked up a bit of a fuss, as I didn’t appreciate being embarrassed in front of other guests (even the chef was poking his head out of the kitchen). Now for context, the website states the restaurant closes at 2:30PM, and the in-room television stated that it closes at 2PM. Neither made reference to a last order time. I went to reception explained the unacceptable encounter - two staff members apologised profusely, but looked at each other with shrugged shoulders and acknowledged there wasn’t anything they could do as the restaurant operates separately to the hotel. This isn’t something I would normally do, but I stood my ground and told them I would like to speak to the GM, Cory, who I knew from a previous stay. He couldn’t be reached. Finally, one of the staff members went to speak to the restaurant. A few minutes later, the staff member came back saying it was a “misunderstanding”. At this point, I struggled to maintain my decency - what could possibly have been misunderstood about wanting to grab a bit to eat during the advertised open hours?? At this point, some 20 minutes later, the restaurant were happy to seat me, but I declined, telling them I refused to financially support their establishment after the treatment.
I sent Cory a detailed email, and he called me about an hour later. He has acknowledged, in writing, that the restaurant was open and should have taken my order. So what on earth am I missing? I was not impolite when I initially arrived at the restaurant, so it can’t be that.
I was ultimately provided a 50% discount on one night of accommodation, which I explained to Cory was meaningless to me given this was a work funded trip. It also didn’t come close to compensating for the embarrassment I experienced, although concur there isn’t really much he could have offered to make up for it.
This is the second Accor property that I have now struck off the list, after the GM of Pullman Albert Park similarly acknowledged significant shortcomings (see one of my previous messages).
What does AFF think?
I thought I would give them another go this week, as their rates are reasonable, location is good for work and the rooms are pretty decent. Disappointingly I was put in a room facing Spencer street, with significant noise. I called reception immediately, and they promptly moved me. Not a good start.
The following day, I went downstairs for a bite to eat at 1:35PM. I initially sat in the bar, but was told the bar menu only commenced at 3PM, but the bartender provided me with a menu for the main Miss Mi restaurant. About five minutes later, I moved to the restaurant (a few feet away) and requested a table. The same bartender told me that they had taken last orders. Why provide me with the menu then?
I asked for the restaurant manager, who rudely reiterated I could not be served as last orders had been taken. I kicked up a bit of a fuss, as I didn’t appreciate being embarrassed in front of other guests (even the chef was poking his head out of the kitchen). Now for context, the website states the restaurant closes at 2:30PM, and the in-room television stated that it closes at 2PM. Neither made reference to a last order time. I went to reception explained the unacceptable encounter - two staff members apologised profusely, but looked at each other with shrugged shoulders and acknowledged there wasn’t anything they could do as the restaurant operates separately to the hotel. This isn’t something I would normally do, but I stood my ground and told them I would like to speak to the GM, Cory, who I knew from a previous stay. He couldn’t be reached. Finally, one of the staff members went to speak to the restaurant. A few minutes later, the staff member came back saying it was a “misunderstanding”. At this point, I struggled to maintain my decency - what could possibly have been misunderstood about wanting to grab a bit to eat during the advertised open hours?? At this point, some 20 minutes later, the restaurant were happy to seat me, but I declined, telling them I refused to financially support their establishment after the treatment.
I sent Cory a detailed email, and he called me about an hour later. He has acknowledged, in writing, that the restaurant was open and should have taken my order. So what on earth am I missing? I was not impolite when I initially arrived at the restaurant, so it can’t be that.
I was ultimately provided a 50% discount on one night of accommodation, which I explained to Cory was meaningless to me given this was a work funded trip. It also didn’t come close to compensating for the embarrassment I experienced, although concur there isn’t really much he could have offered to make up for it.
This is the second Accor property that I have now struck off the list, after the GM of Pullman Albert Park similarly acknowledged significant shortcomings (see one of my previous messages).
What does AFF think?
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