A Swiss spring break with friends TRIP REPORT COMPLETED 6/27 - Page 31 - PassPorter - A Community of Walt Disney World, Disneyland, Disney Cruise Line, and General Travel Forums
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Old 06-14-2018, 09:59 PM   #451
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Deplorable! What server thinks sass is appropriate with guests. I can't imagine not complaining. Hope the charges are truly taken off your bill. I eat meat, but I do NOT like it nearly rare. I only like mine well done, which seems to be harder for restaurants to do lately.



I think the way you have meat, fish or whatever done is a matter of personal preference. For steak it's always medium/rare, but medium would be fine but not beyond that and burgers I prefer medium as perfect and nothing below or beyond. Worst customer service I've ever heard about on this board and have had some instances (some recent as you've seen in my TRs) but nothing like this experience. If that was my restaurant that server would be gone once I found out about it as no excuse in any way for this, whether it's your first day or not.
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Old 06-15-2018, 02:40 AM   #452
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That was just horrible customer service. I work in retail and none of us would ever treat a paying customer that way. We're told that the customers pay our salaries.
I hope management did something.
Liz
You'll find out in due course....
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Old 06-15-2018, 02:41 AM   #453
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I think the way you have meat, fish or whatever done is a matter of personal preference. For steak it's always medium/rare, but medium would be fine but not beyond that and burgers I prefer medium as perfect and nothing below or beyond. Worst customer service I've ever heard about on this board and have had some instances (some recent as you've seen in my TRs) but nothing like this experience. If that was my restaurant that server would be gone once I found out about it as no excuse in any way for this, whether it's your first day or not.
That was my thought too...
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Old 06-15-2018, 02:42 AM   #454
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Sorry about this but there won't be an update until Monday now. We're away this weekend and we have no Internet at home today.
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Old 06-15-2018, 05:26 AM   #455
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So the rest of the dinner saga waits.....enjoy your weekend!
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Old 06-15-2018, 10:55 AM   #456
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Too bad with no internet service today and hope it comes back soon!
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Old 06-15-2018, 01:52 PM   #457
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Wow, sounds like you had deplorable service at dinner! I can get that some servers must get frustrated with overly demanding guests, but you certainly were not that, and her “we are not machines” comment is completely unacceptable!


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Old 06-17-2018, 01:26 PM   #458
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Too bad with no internet service today and hope it comes back soon!
Thankfully when we got home, it was back.
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Old 06-18-2018, 12:45 AM   #459
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Monday 7 May – part one: you don’t have a duty manager?

As soon as I woke up this morning, yet again, the first thing I did was to open the curtains to peek out at the view. It is such a wonderful way to start the day, staring at this…














One of these days, we will visit this place that we keep staring at from across Lake Geneva…





Honestly, whenever I look at this view, I can feel my troubles lifting off my shoulder. It just relaxes me so much.

Sadly the peace and tranquillity was broken by the sound of this…



They had turned up to remove some of the weird animal sculptures. Trust me, you’ll see a bit more of this later on….

We headed down for breakfast with Graham and Sarah and, thankfully after last night’s dinner debacle, there were no issues. We headed back to our rooms to finish packing and we went down to put our things in the car, with me going back up to reception to find a very unhappy Graham and Sarah there. What had happened?

Well, the dinners from last night were still on both rooms and the guys on reception were claiming that the woman who’d said she was the duty manager was in fact an “intern”! What? I’m sorry… Graham asked to speak to the duty manager now and the guys kept saying they didn’t have one. They had managers for each section and they told us we should’ve spoken to the restaurant manager last time. Graham was not a happy bunny and I wasn’t impressed either. The pair of them were like Tweedledum and Tweedledee, neither of them helping at all and just repeating the same mantra. Good grief! Graham was given someone’s business card to email, and he took it away, even more livid than he had been previously….

Ok, so to add in here what happened after that…

Graham wrote a very good email to the hotel, which eventually got forwarded on to who we think was the general manager. They comped back the burgers, but refused to comp back anything else, although they did offer us 25% off a future stay and a guaranteed upgrade to a lake view room. Mark was interested in this, so we asked how long the offer was good for and we were told indefinitely. Ok, maybe…

However, since then, we’ve decided not to bother. This person is still refusing to take any responsibility for the promises the intern made to us. I’m sorry – to me, that’s unacceptable. You back your staff publicly to a customer, even if they’ve done the wrong thing. If they have, then you deal with it behind closed doors. They have apologised for the comments made to us during the meal, but honestly, do I want to go back there and risk running into that appalling woman again? thank you!

Had they just comped the meals, as they promised to do originally, I could perhaps forgive and forget a bit easier. To me, they’ve failed to live up to the promises they originally made and how can you trust an organisation that does that? I just don’t think you can.

It’s a shame for them that they’ve been so stupid and narrow minded, as we will go back to Montreux and I know Sarah and Graham want to as well, so they’ve lost two sets of potential future visitors. We will be going elsewhere for any future trip there. And my advice? If you make it to Montreux, don’t bother with the Royal Plaza. Sure, the rooms are very nice, but there are other lakefront hotels and it’s not that spectacular for the money you pay for it. It was the only downside to a wonderful vacation.


Next: feeling like royalty!
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Old 06-18-2018, 04:46 AM   #460
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Those views are heavenly!! They truly are and I would love to wake up to that every morning!! As far a the dinner issue, live and learn. I believe most people in the customer service business truly want to make you happy because when you are happy, they do well. That being said, we've also run into poorly managed places like that and I believe what goes around comes around. Like you said there are many other wonderful choices in the area!!
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Old 06-18-2018, 06:57 AM   #461
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I agree with you, they should have stood by what the intern said and then talked to her separately. They have lost more by not comping the meal, as they really would have just been out the food cost now they loss the potential revenue of two couples.
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Old 06-18-2018, 07:18 AM   #462
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Aahhhh!! This isn't rocket science here. I'm not sure why the restaurant/hotel was putting up such a fight. It's not like you're asking for 685Euros to be refunded! You're just asking for the right thing to be done.

It is indeed a lovely view and I'm glad you have that to look out to upon walking out of the hotel!
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Old 06-18-2018, 11:01 AM   #463
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What a shame and absolutely poor management to not follow through on the promised comped meals. You are so right that management should back their staff to the public and handle problems behind closed doors. They've lost a lot more money this way than they would have if they had just followed through with the promise made.
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Old 06-18-2018, 11:57 AM   #464
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What a great view to wake up to! Sorry about the meals now t being comped properly. I’m with you, what difference would it make between comping the meal I stress of just the burgers. Now you’ve pissed off the customers, who will then go tell others not to bother with the hotel. Seems like they lose in the end!
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Old 06-18-2018, 12:27 PM   #465
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Wow, what poor customer service you received in the end! I agree with you and everyone else that they've just managed to cost themselves future business.
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