Originally Posted by
MacMyDay
After my Switzerland trip last week, where I complained at two different hotels and they immediately rectified it and offered above-and-beyond compensation without so much as blinking, I left feeling a very welcome customer. I even had follow-ups on the matter afterwards. Here, I'm not so sure. I very much like Sven, but I didn't feel it was taken as seriously as it should have been. It clearly was not just me, as jctrav mentioned above, and it clearly was not just us, as when we left the restaurant last night another repeat customer was there complaining about the baffling decision of the staff to bring his starter and not his wives at the same time - something we too had to experience.
I still had a great time and still would likely return, but only as I love that hard product so much. Yet with food prices having significantly increased and portion and quality down, it's not quite the value-for-money that it once was.
Only fair to follow up and say that I completely stand corrected on this. The follow-up (received today, the day after departure and two days after the complaint) has been quite something, so to say they've not taken it seriously would be grossly unfair. If anything, the response and follow-up has been beyond anything I've ever seen. The Aman bigwigs still clearly care and didn't sell their souls to the devil. I felt something could have been said whilst I was on site to clarify how serious they felt my feedback was, but perhaps I'll try not to be so impatient next time. The scars of my North Island and Laucala complaints being ignored like whispers into the wind clearly still live with me.