After a few stays, now a letdown
As always front desk staff are incredibly friendly and helpful. In the restaurant and bar service is always variable, some staff have not improved since our last stay and just aren't good unfortunately - forgetful, slow, not attentive. Another continues to scold his staff in front of customers, or talk about customers negatively when others can hear, and always looks unkempt. On another note, when the restaurant is not busy, how on earth can waiter service take so long? They can provide such a good experience but never do. Having a menu, taking an order, taking dishes etc takes an unacceptable amount of time. Literally they just have 1-2 tables to look after, why can't they shine at their job with such a low volume of tasks to deal with?
The food was a huge let down, absolutely nothing changes since our previous stays earlier this year. I learned the menu is updated every 6 months but the mains remain the same - both are absolutely crazy to me and it really makes me think twice about coming back. It is boring, repetitive and just makes staying not value for money, especially for Accor Plus, as there are limited other restaurant options. I had to send one dish back as it was disgusting, it was just taken off the bill without so much as a free drink or something else as an apology. I don't expect this but is a hallmark of a good restaurant in general, especially at these prices.
Breakfast seems to have the cheapest stale bread, limited options for kids, and no fresh fruit. No almond milk for barista coffee this time, again so disappointing. It just seems like cheapest options of everything. The jam selection only had unpopular ones left - apricot and plum. It was never filled with standard strawberry or raspberry etc. Again this just seems like wanting to keep all the remaining jam until it runs out, not actually provide a selection to guests. Partner often got brought regular bread after specifically telling a server he is gluten free. Little things add up.
I am allergic to maple syrup (strange but true) and had a full body reaction after a pain au chocolat. Maple just doesn't belong in that so was very disappointing. I did mention this and was told it was supplied from elsewhere. Well, please can you commit to following up with your supplier and letting me know? What can I safely eat for breakfast next time then?
The pool was pleasant but dirty - so many floating insects & other debris that remained for our whole stay, it just got worse and didn't give the impression it was cleaned. At one point it was so bad it made my daughter get out the pool and leave.
My partner had an issue with the accountant who was covering some front desk duties, being short and bordering on rude.
The room cleanliness was not great. There were so many cobwebs on the ceiling - very large ones stretching across the ceiling. Upon reporting, was told not much can be done, it is too high to reach and they need special people to come in. Sorry, but you can get telescopic dusters that do the job, that is ridiculous to expect a guest to put up with. I was also told that ' well as soon as you remove them, they come back as spiders live between the cracks'. In that case, please get some pest control. There were indeed spiders in the kitchen, and ants on our deck and by the front door.
Overall, there are so many problems I am really not sure this is deserving of a 4* rating unfortunately. If you compare to other Grand Mercure eg Wellington or Auckland, the standard is completely different.
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