Poor service

Firstly, I would like to acknowledge that the reception service was excellent. The staff were welcoming, professional and helpful, which made a very good first impression. Unfortunately, the service at the pool and restaurant was very disappointing. At the pool, I repeatedly had to seek out staff for basic service. The Belgian couple next to us were approached and served, while our table was overlooked. I had to obtain a menu myself, walk to the bar to order our drinks, and later walk to the bar again to settle the bill. We appeared to be the only non-white table in the immediate area, and the repeated difference in treatment left me questioning whether race played a role. I would appreciate management investigating this seriously. The dinner experience was even more concerning. I ordered a vegan Jalapeño Popper Burger, but it arrived with bacon. When I explained that I am strictly vegan, the waiter confirmed that they had simply removed the bacon from the original burger. I therefore sent it back. After approximately 20 minutes, I was told there was no other vegan burger available. When I agreed that they could warm the original burger, they instead returned with a Classic Burger containing a different patty. This raised serious concerns about whether the original patty was actually vegan in the first place. This was not simply an incorrect order. I specifically identified myself as strictly vegan, yet the issue was handled in a way that left me unable to trust that the food being served was actually suitable.

The matter was discussed with the manager on duty, David, who attentively listened or I thought was attentive to my grievance, I have not heard from him to date despite taking my contact details. In fact, while discussing the issue at hand with me, he informed that me that he had another call to attend to and never returned.

I would appreciate a response from senior management addressing both incidents and explaining what will be done to prevent a recurrence.

We often invite guests from out of town to this hotel. However, this experience has led me to believe that I can no longer trust in the service/standard of this establishment.

Our dissatisfaction with the stay was also discussed with reception on checkout.