Mövenpick Hotel Hobart

“Unpleasant Dining Experience”

Prior to arriving I rang the hotel to check on allocation of the rooms as I had booked 2 rooms for the family. Speaking to Zain he had assured me he will allocate the 2 queen bed room with balcony and upgraded the king room to harbour view for my booking. Upon arrival Zain checked us in. Warm, frie… Mehr

Prior to arriving I rang the hotel to check on allocation of the rooms as I had booked 2 rooms for the family. Speaking to Zain he had assured me he will allocate the 2 queen bed room with balcony and upgraded the king room to harbour view for my booking. Upon arrival Zain checked us in. Warm, friendly, welcoming check in. James front office manager also came and introduced himself. Which was nice coz not a lot of hotels do that. It makes the guests feel valued. We decided to have dinner at the hotel restaurant the first night. Luis who served us provided exceptional customer service. Very helpful and friendly. One of the dishes we ordered was their rib fillet bone in at $12/100g. The piece weighed 1.9kg. They asked how we would like it cooked? We said medium rare but when the steak got to us it was almost well done. The outside was burnt, charred. When we addressed that the steak was overcooked to another waitstaff they gave excuses of the thickness of the steak. Poor excuse! If you have it on the menu, you should know how to cook it. They decided to offer us a 15% discount off the steak. They also offered us a round of desserts to compensate for the overcooked steak. At the end of the night, the 15% was not honoured. The gentleman in the suit (I’m assuming was restaurant manager on duty) said the 30% off I received on the total bill was my discount, plus the complimentary desserts and free drinks. The free drinks were the welcome drinks for our stay as a Platinum Explorer member. And the 30% is what every Tom, Dick and Harry gets with an Accor Explorer membership. It had nothing to do with the steak (being overcooked) discount they offered. He was telling me that they had already given me lots of freebies (being the welcome drinks plus 2 coffees, the desserts and 30%) so he can not give me another 15% off. I told him I didn’t want another 15% off the bill, I just wanted him to honour the 15% off the steak as offered. I could have rejected the overcooked steak and ordered something else. Then they would have had to just throw it out and waste it. I was being thoughtful of the waste. I guess being thoughtful doesn’t help in this case. Besides when they offered us the complimentary desserts they NEVER said it was an option for free desserts or the 15% off the steak. This is poor customer service, poor management from the guy in the suit at the restaurant. He needs to be educated on the membership benefits so he doesn’t make a fool of himself saying he already gave a lot of freebies. It looked like he didn’t even want to be there that evening he was on duty. He never smiled or made contact with the customers. Walking around looking grumpy. After that experience, we never had dinner at the restaurant again. Thank goodness everyone else provided great service. Especially James and Zain from front desk, Luis, Gabriela and Jarrod from restaurant. Overall our stay was enjoyable. The location of the hotel was perfect, centrally located in the city centre. Rooms were clean, good size. Valet parking available at a cost. Upon check out, James sorted everything out regarding the restaurant bill. Thank you James, Zain and Luis for looking after us during our stay

Weniger