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One Star - A Masterclass in poor service and lost loyalty
Stafford H
One Star - A Masterclass in poor service and lost loyalty
Alfred Hotel的点评
点评：We’ve popped into The Alfred a few times over the past week — in fact, this was our third visit in seven days. We’d been enjoying the atmosphere and thought we’d found a new local. Unfortunately, that illusion was shattered during what should have been a simple happy hour drink.
We walked in during happy hour, confirmed with the bartender that it was indeed happy hour, and ordered two glasses of sauvignon blanc while browsing the menu. No issues… until the bill came. Full price.
When we queried it, we were told that because we didn’t specifically say “house wine,” we were charged the full amount. So despite clearly asking if it was happy hour, and ordering accordingly, we were penalized for not using the secret code words.
There was no apology, no attempt to fix it, and zero regard for the fact we were repeat customers. The whole experience felt like a petty gotcha moment — not exactly the way to build a loyal customer base.
Needless to say, we didn’t stay for dinner. We walked out and took our evening (and our money) to a nearby pub where we were greeted warmly, enjoyed a bottle of wine, and had a lovely meal.
In a suburb spoiled for great pubs, The Alfred made it easy for us to choose somewhere else. We won’t be back.
We walked in during happy hour, confirmed with the bartender that it was indeed happy hour, and ordered two glasses of sauvignon blanc while browsing the menu. No issues… until the bill came. Full price.
When we queried it, we were told that because we didn’t specifically say “house wine,” we were charged the full amount. So despite clearly asking if it was happy hour, and ordering accordingly, we were penalized for not using the secret code words.
There was no apology, no attempt to fix it, and zero regard for the fact we were repeat customers. The whole experience felt like a petty gotcha moment — not exactly the way to build a loyal customer base.
Needless to say, we didn’t stay for dinner. We walked out and took our evening (and our money) to a nearby pub where we were greeted warmly, enjoyed a bottle of wine, and had a lovely meal.
In a suburb spoiled for great pubs, The Alfred made it easy for us to choose somewhere else. We won’t be back.
翻译：过去一周，我们去了几次The Alfred酒吧——事实上，这已经是七天里的第三次了。我们一直很享受那里的氛围，以为找到了一位新本地人。可惜的是，这美好的幻想在一场原本应该只是欢乐时光的酒会上被打破了。
我们走进酒吧时正值欢乐时光，跟调酒师确认了一下确实是欢乐时光，然后一边浏览菜单一边点了两杯长相思。一切都很顺利……直到账单来了。全价。
我们询问后，被告知因为我们没有明确说明“招牌葡萄酒”，所以被收取了全额费用。所以，尽管我们明确询问了是否是欢乐时光，并相应地点了酒，却因为没有使用暗号而被罚。
他们没有道歉，也没有尝试去解决，也完全没有考虑到我们是回头客。整个体验感觉就像是一次小小的“捉弄人”——这可不是建立忠诚客户群的正确方法。
不用说，我们最终没有留下来吃晚饭。我们走出去，去了附近的一家酒吧，享受了夜晚（和所有的钱）。在那里，我们受到了热情的接待，喝了一瓶葡萄酒，享用了一顿美味的晚餐。
在一个充斥着优质酒吧的郊区，The Alfred 酒吧让我们很容易就做出了选择。我们不会再来了。
我们走进酒吧时正值欢乐时光，跟调酒师确认了一下确实是欢乐时光，然后一边浏览菜单一边点了两杯长相思。一切都很顺利……直到账单来了。全价。
我们询问后，被告知因为我们没有明确说明“招牌葡萄酒”，所以被收取了全额费用。所以，尽管我们明确询问了是否是欢乐时光，并相应地点了酒，却因为没有使用暗号而被罚。
他们没有道歉，也没有尝试去解决，也完全没有考虑到我们是回头客。整个体验感觉就像是一次小小的“捉弄人”——这可不是建立忠诚客户群的正确方法。
不用说，我们最终没有留下来吃晚饭。我们走出去，去了附近的一家酒吧，享受了夜晚（和所有的钱）。在那里，我们受到了热情的接待，喝了一瓶葡萄酒，享用了一顿美味的晚餐。
在一个充斥着优质酒吧的郊区，The Alfred 酒吧让我们很容易就做出了选择。我们不会再来了。
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