11/23/2023 I am writing to express my disappointment with the service we received during our breakfast visit bouchon bakery this morning.
As a family on vacation, we have been staying in two separate rooms at Palazzo. Yesterday, we followed the same procedure of splitting the bill for two room charge during breakfast without any issues. However, today's experience was quite the opposite.
the blonde cashier seemed unfamiliar with the process and sought assistance from two colleagues. The first person provided various excuses, claiming computer malfunctions and suggesting we return after 2pm, effectively denying us breakfast. The second person displayed disrespectful body language, continuously shaking her head and even uttered the phrase "shameful."
Despite our prior communication with the cashier about splitting the bill for two room charge, we were met with complaints and an unwelcoming attitude. The blonde cashier, who had been honest and confirmed our request, was reprimanded by the second employee, warning her against assisting customers in the future.
This entire incident was disheartening, especially considering the excellent service we received from a diligent and professional Asian male employee yesterday, who efficiently handled the bill-splitting process. Howerever, today he was also threatened by the woman who kept shaking her head and complaining not to assist customers in a similar manner again.
While we understand the challenges of a busy environment, the simplicity of our request resulted in three different individuals approaching us with complaints and disrespectful behavior. We were made to feel as if we were unwelcome guests, rather than patrons who had booked two rooms at your hotel.
Due to this unfortunate experience, we have decided to cancel our dinner planning at Bouchon, as our confidence in the service at your establishment has been significantly diminished. There are numerous dining options available, and we will explore alternatives for the remainder of our stay.
Service should be a reflection of honesty, respect, and a willingness to assist customers. Unfortunately, this was not our experience today. We hope this feedback serves as an opportunity for improvement and ensures that future guests are treated with the courtesy and professionalism they deserve.
UNLAWFUL:
Shortly after my review, the bouchon bakery staff, without our returning for additional services, illicitly additional charged us $60.58 using our room information. We inquired at the hotel front desk, and the staff indicated it occurred around 1 PM. At that time, we were in our hotel room, and we visited the front desk at approximately around 1 PM, with no further purchases. Please review the receipts for our only two visits. I am unaware if their staff undergoes criminal background checks, and I'm uncertain about the motive behind using our room information to unauthorizedly charge us. This behavior is clearly unlawful!
This behavior is considered theft and fraud, and it must cease immediately. Such actions are not only unethical but also illegal. We take this matter very seriously, and we expect your immediate cooperation to rectify the situation.
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