Originally Posted by
nmuva98
Absolutely. That's the entire point of staying at an Aman. If you can't get that basic part right then you've lost everything else.
Aman's are supposed to be like staying at a private home, in which the staff are your family. Hence they know who are you and can then deliver proactive service that anticipates your needs.
When they can't even handle the most basic part of that--knowing where you are staying--then that means they have absolutely no idea who you are. You are just another nameless guest on the resort.
That is the antithesis of everything Aman was founded on.
But just to be clear, it was 3 things:
1) The complete and utter lack of the original Aman ethos
2) The outdated and weak hard product
3) General apathy and lack of service recovery regarding point 1
As I mentioned somewhere in other thread ( s ) , things have been sliding since AZ has been gone , it happened the previous times too .
With the trend to place GMs ( other non Aman senior management in HQ too but thankfully some are " Aman types " ) who are not quite in tune to Aman ethos / to hire non Aman & with many seasoned Aman GMs gone too , what can one expect ? ( Many current HMs / RMs are ready for GM roles ; am familiar with succession planning but they report to the non home grown Aman GMs )
Amanjunkies can tell the difference and / but aren ' t actually well regarded by the new owner ( who I gather is a different sort of Amanjunkie ..
)
Just having Aman as a prized trophy & not to keep the old ethos ( contrary to whatever PR spiel - there was no PR before & initially engaging consultants who had no idea about Aman !! , let alone advertising ) . Just try using the website these days , impractical compared to the previous straight forward , fact giving functional one .
Waste of $ which can be used to upgrade certain hardware .. Just look at the generic font used , non Sodashi products , .. just to highlight a few more rather minor issues
Heated toilet seats in tropical Phuket ? Come on .. ( Now Amanemu ' s was an excellent one though & heated just right
, etcetera - what with a seasoned Aman team member as GM
, was thrilled to reconnect with Hisayo S )
Pity Harish N was not around , recovery would have been better . He has a tough role at this flagship & in this varied property with new villa managers too and few Aman veterans left on staff .
Just as when some Amanjunkies were at Kila just after Tracy A left , service dropped as the Kila family / team really felt it & affected delivery .. They were " unwowed " , Tracy would have upgraded from the beginning & allocated correct suites from check in
Things are much better again with Ernst L