Not 5-star service and lack of concern for customer safety - Savoy Palace Funchal - Trade Reservations
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🤮 1/5 - Not 5-star service and lack of concern for customer safety
By 👻 @Navigate308826, 04/06/2024 3:00 am
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I would just like to share my recent experience at the 5-Star Savoy Palace Hotel, Funchal Madeira one of the leading hotels of the world!!! On arrival at 13.50 (check in 14.00) we were informed the room was not yet available therefore would have expected reception to show us to a suitable comfortable location to sit and wait but no we had to ask ourselves. Anyway we were told by reception the room would be and had to be ready at 14.00 and they would bring the room key to us. 30-minutes later still no key so my wife went to reception and yes the key was ready even though they are supposed to come to us. Then we had to ask where the room and elevator is which should have been explained by reception. First morning at breakfast yet again no explanation of the breakfast layout. In the meantime following the reception debacle we had received a letter from Joana Franca (Guest experience team leader) and a courtesy 1/2 bottle of Madeira wine. So we went to see Joana and explained what had happened at check-in and she explained this was not acceptable and not inline with the usual hotel procedures and offered us a courtesy bottle of house wine. The last evening we had dinner booked at the Terreiro Restaurant with our complimentary bottle of house wine offered due to the earlier problems at check in. So we sat down at the table and my wife pulled the chair closer to table and something I have never seen before in my life the chair collapsed underneath her, see attached photographs. This is negligence on behalf of the hotel. We have twice asked the hotel to share the damage report for the chair including the suppliers report and reason for collapse. Much more serious injury could of occurred and this hotel has just not taken the issue seriously. More reviews/comments can be seen on Google. E-mail sent to the hotel CEO is below and to date no response received. Dear Roberto We still await a response from you regards the below e-mail from Mrs Simmons. Where are the copies of the chair damage reports from the Savoy Palace and the chair manufacturer, what is the explanation and fault behind the faulty item you allowed my wife to sit on? This is not an unfortunate incident it is negligence on behalf of the hotel and if we cannot come to a satisfactory agreement we will take this further. I am extremely disappointed with the response from you and the hotel in general as the hotel is responsible for the health and safety of all guests at all times during their stay. You can see from all the below e-mails and google reviews what happened during our stay at the Savoy Palace which is obviously not acceptable. Please take this matter seriously as we are.
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