The Beverly Hills Hotel and Restaurant disappoints

On Friday, 30th March 2018 my family of four made our way to the coffee shop at the Beverly Hills Hotel in Umhlanga. We chose this particular venue as I wanted a light lunch and am looking for a venue to host my mother's day get together which is coming up soon.

Sadly the service was so ********** that I will not even consider hosting even my pets birthday party there... let alone any celebration of ours...

So we get there to find a few tables occupied however the coffee shop was not busy. After finding a table and seating ourselves we went on to look for a waiter or waitress to provide us with some menus... after a good twenty minutes we got our menus...after ASKING FOR SERVICE... which.is NOT the way five star venues should be operating. There was a man in sight... and a woman who kept glancing in our direction...but did not approach us much to our dismay... therefore my husband had to leave our table to go ask to be served... but let me add how the gentlemanwas at the next tables beck and call... there were two ladies having lunch there...and happily kept them entertained...which should not be allowed at all... yes he might have impressed them but boy oh boy... clearly upset other paying customers.

We ordered and got a few items less... our waitress was extremely rude with her approach... cold n unfriendly... not what we normally experience at other restaurants... she lacked listening s****s and thus ended up giving us the few less items... For the price we paid... it was no value for money.... it was a very unhappy unpleasant experience...

The other factor that did add to the poor experience at the hotel itself was the fact that I took my little baby for a walk around to keep him entertained due to the long monotonous wait at the coffee shop, when we came across a kid's play area... when I asked if I could leave him there for a bit as he was bored upstairs...I was blatantly turned down...

Again... I think for a five star hotel... anyone who is paying to use your venues and services should be allowed to send their kids to the hotel's play centre... even if it comes at an additional cost... and if you gave rules in place that don't allow it.... teach your employees on how to pass that message on... how to turn customers away.... the lady I dealt with offered NO EXPLANATION... only said that its for residents only...

For hotel group that us so well renowned all through the country this service is utterly disgusting.

After travelling abroad to many other countries...staying at many four and five star hotels I always say that nothing beats being home...as in South Africa. However after experiences like these I think we have a lot to learn about customer service and choosing the right people to represent your brand...

After all these people who you employ are the face of the company....and right now... It's all wrong...