We've spent my birthday in the Conrad on two back-to-back reservations (2 days cash, 5 days on points). The Conrad is experimenting with a butler-like service, which is quite limited, but adds a charm to the check in experience. We were asked to confirm our phone number has WhatsApp as they will use that to contact us, and were told we'll get information about changing villas the night before.
Smaller issues started right after we've occupied our villa, like the in room safe being nonoperational (the battery compartment was fixed wrong, something clearly visible). Our first dinner was at the Tamure Grill, with a mixed experience thanks to the attitude of the waitress, but after over 30 hours of travel we've thought we might be just too tired and moved on.
My birthday dinner was in the hotel's signature restaurant called Iriatai. It turned out that despite the menu stating “According to your desires, our sommelier can guide you in your choices and sublimate the combination of food and wine”, we were told that “the sommelier is not here tonight”. After about 10 minutes they were able to find an English speaking waitress who suggested a wine for us - just for our original waitress to spill some of it on the tablecloth two minutes later. Going back to the villa there was no information about our transfer the next day, but I've thought we'll get it in the morning - it never happened.
Next morning after breakfast I've visited the front desk to inquire about our transfer. The lady there flat out started educating me on I should have checked properly the mail box at the villa as all the information is there already. I was also told we have to check out by noon and our luggage will be moved to the new villa when it has been assigned. I was baffled about the style and the situation, but didn't want to make a scene, so we went back to pack.
I went back to the reception (as there was still no information given to us and the mailbox was still empty), where a different agent told me that the new villa has not been assigned yet and they will send a message through WhatApp when it's ready. After waiting 'til 3pm I went back just to be told that our luggage is already in the new villa for a while, they've just forgot to contact us. When we went to the villa, one bag was missing, so I've called the Conrad Service on the phone and was assured they are looking for it. An hour passed with no callback, so my wife got pissed enough to go to the reception directly and ask about it in person. It turned out that whoever picked up the phone never told anyone about the issue. After a while the bag was found in a storage room and we've decided to go to the deck of our new villa, just to find some french fries on the chairs and the floor from the previous guests..
We had room service that night which was OK, and had the only good dining experience at the Banyan restaurant on the next one. We've booked our boat transfer to Vaitepe for the next day through the Hilton app's chat as well.
After breakfast we went to the dock and while our transfer to Vaitepe was booked by the person I've talked through the chat, the same person have never booked the slot for us to come back. Small issue for sure, and we could resolve it on the spot, but by that time it was clear both phone calls to Conrad Service and the in-app chat randomly go into a black hole (we had to request things like water multiple times before that, too).
For next night we were told everything is fully booked, but when walking by, we've decided to ask at the Tamure Grill if they have a table for us as it seemed to be empty (maybe 2-3 tables were taken from the more than 10). There we've got our second education by the waitress about we should have reserved a table and we shouldn't just expect to walk in. If there would have been any other option to dine we would have left. I might be way too patient, but this was the time I've decided to bring up the issues with Laureen Debrosse, the director of rooms at checkout.
We had about an half an hour chat with Laureen and I've tried to be constructive and also mentioned the positive experiences we had with some employees, and Laureen also agreed that what has been delivered was not up to the level of service that should be expected at a Conrad. The hard product might be 5 stars, but the service level barely hits four of them. I've also learned that for example regardless of what is stated on the website and the menu, they do not even have a sommelier at all.
Friend of mine was asking me about the trip and he forwarded me the
post from LoyaltyLobby and suggested me to recheck my folio as well. Turned out there was an extra dinner charge for the same night we were in the Banyan restaurant with a nice tip - all in all about $431.. Sent an email about this to Laureen, and other than being “obviously very sorry” about it and promising to transfer back to my CC I've been wished “a pleasant day ahead”.