I stayed here on two occasions in the past month for a total of 9 nights. The rooms and hotel are nice and clean. Most of the staff are executing their jobs brilliantly.
The exception is the food services of both the room service and the evening dining.
Twice the room service food was sent back for being uncooked or just plain awful. I did not reorder again during my visit.
The dining room food on my first stay was unacceptable.
The management did make an effort to correct this by sending some wine and a cheese plate to my room. This was appreciated. I did not try the dining room again.
Management reaction to the room service issue was unacceptable and confrontational. Something quite odd as I was only trying to help them see the issue clearly.
I did not eat this room service food and instead brought it to the front desk so they could see it for themselves.
Management needs to do a complete review of food service standards for a premium brand hotel.
As a regular client of the Dorchester Group, and having lived at other luxury properties around the world, I have seen much better food service execution and more professional complaint resolution of any in room dining issues.
The pool service and lobby bar service standards are excellent in comparison. A special shout out to Ricardo, the lobby bar head bartender. He is exceptional and a perfectionist. A gem of a person.
Get the food service quality issue under control guys!
Kind regards,
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