Guest User
May 1, 2024
We visited the hotel, for drinks, and feel compelled to write a review regarding our experience… Having ordered 2 rounds of drinks, specifically 1 glass of Grasevina and one gin & tonic (no brand specified) X 2 I personally queried the bill at the bar, after my husband had paid €60, as I felt we had been potentially overcharged… I was greeted by Mateo who seemed ‘amused’ with my query, stating that, yes he had also thought it an usually high bill for the drinks provided… I then asked him for the breakdown of ‘said’ drinks, and he gave me the receipt… When I queried why he had served Posip without bringing it to my husbands attention, he said that they had no Grasevina in stock… Again, I queried why he had not brought this to the attention of my husband and he stated that he has served a ‘vastly superior’ wine and I should be grateful…. To say he was condescending is an understatement… again, I asked why he felt it was ok to serve a client a ‘substitute’ drink without comment, and he accused ME of not appreciating ‘fine wines’ My husband and I have frequented Brown Beach Hotel since it opened and have NEVER been greeted with such arrogance as we have today! Mateo was ‘smirking’ and had ZERO customer services skills …he was even trying to recruit fellow members of staff at the bar, as back up, to try and intimidate me and ‘shame me’ into submission… I asked to see the on duty manager, only to be told he wouldn’t be around for at least a couple of hours… My husband, on hearing my experience, went to address Mateo, again to be smirked at and told no one of a senior position was available to address.. My/our treatment, beggars belief! In a so, called, luxury, 5* establishment, we would anticipate, at the very least, a platform to raise our concerns on, instead of which we were greeted with contempt and arrogance.. If this is the sort of customer service provided at Browns, at the very beginning of your season, I hate to think what it will be like when the staff are under duress in high season..