ゲゲストMy review follows a long weekend with my partner at the Crown. We have both stayed in luxurious hotels and also those which are more modest both locally and internationally. We booked the Crown, because we were looking for a very special weekend, as part of celebrating our recent engagement. 1. The check in line was long and eventually, we were taken to another area in a different part of the hotel for what seemed to reserved for VIP's. 2. The bags took about 30 minutes to arrive, so if you need your bag or just want to have a rest, it may be best to take your own bag with you. 3. The breakfast on our first morning, was intercepted by the need to dine in a different more causal area. because the line was so long at the buffet, Epicurean. Whilst the breakfast was acceptable, it was far inferior to what we discovered on our second morning where we dined a bit earlier and avoided the long queue. The cup serving the flat white was cracked and service was just ordinary, no one clearing the plates, or offering more coffee etc. 4. As we returned to the hotel we thought we would enjoy a pre dinner drink downstairs in the bar overlooking the harbour, we arrived to be ushered to a table, but we waited for 15 minutes for a waiter/waitress to return, but they didn't. We left without the drink and when we commented on the wait and need to leave, there was no real interest in making amends or any apology. The staff were more intent on wiping empty tables and just not looking out for guest needs. 5. Room - the view was outstanding, but the service of the room was not conducted during the second day, despite us being out of the room for the entire day. We were certain the ”please make up my room” sign was on. When we raised it on our way to dinner, we were told, ”that surprises me” as if we were not telling the truth. No apology, nor acknowledgement. 6. The phone in the room was non functioning, making it difficult to make restaurant booking or request room service. 7. We asked reception to make a booking at Nobu on our last evening, to be told they could not make the booking and they would ask Concierge to ring us back. We didn't hear from concierge and made our own online booking at a later hour than we would have liked. 8. Generally, there is a lack of customer focus, no real understanding of how to communicate, use of empathy and pre emptying customer needs, nor a greeting to welcome or farewell. 9. We loved the location, but would not stay again. The level of care/service is incongruent with the stars attached to this venue.
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