Staff then had the nerve to try and charge us for the food. With 3 children falling asleep at the table, we gave up. We walked out of dinner one evening having waited over an hour with no sign of our food. It seems the hotel is far too busy and there simply isn’t the staff or systems to manage the volume. And this kind of service is not a one off, it is typical of lunch and dinner service everyday. From having to request service in the first instance to then having to request someone take an order to then having to enquire about our order to then complaining to management to then still waiting for food & drink to arrive over an hour later. Sadly the service at the hotel is appalling. It has all of the potential to be the most perfect luxury holiday location. This hotel is in the most beautiful setting and is lavish, opulent and truly beautiful. The current standard is far below "5 star".
If the palace wants to be relevant and competitive,it must improve this areas as a matter of urgency. There is something terrible wrong with potters,room service and maintenance team. The staff working at Crystal court for breakfast, they do their best but it seems like they are short staffed during peak periods. The staff working at information desk, they really go extra miles in helping clients. The staff working at tusk bar, their service is excellent and food very tasteful. The shuttle team, are always available and drive properly. The staff working at parking, my car was taken care of and was very clean when delivered. I would like to thank some staff members who are trying their best even during this difficulties, those are: The staff at reception, they do their jobs excellently. I checked out on the 6th January, I waited over an hour for my luggage to be delivered to my car. My luggage was delivered around 18h00 after I have phoned. I have arrived on the 3rd January around 14h30, I found my room not cleaned properly, the balcony very dirty. This hotel used to be the best in everything especially welcoming and serving clients.
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