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Shena P
Major Spa disappointment
The Spa At Omni Amelia Island的点评
点评：I am deeply disappointed by our experience at the spa at Amelia Island Resort. My family was visiting to celebrate my daughter’s birthday, and during our visit, my 83-year-old mother simply needed a place to sit and rest while her daughter and granddaughter enjoyed the spa facilities.
Rather than showing compassion or basic hospitality, the staff refused to accommodate her. We were left feeling embarrassed, humiliated, and unwelcome. It was especially disheartening given her age and the fact that we were paying guests celebrating a special occasion together.
Exceptional hospitality is about making guests feel valued and cared for, particularly elderly guests who may need a small accommodation. Unfortunately, that was not our experience. The lack of empathy and customer service displayed by the staff overshadowed what should have been a memorable birthday celebration.
I hope management uses this as an opportunity to better train staff on guest care, compassion, and how to appropriately accommodate elderly visitors. No family should leave feeling shamed for simply asking for a place for an 83-year-old woman to sit and rest.
Management did call our room and offered to comp the sessions.
Rather than showing compassion or basic hospitality, the staff refused to accommodate her. We were left feeling embarrassed, humiliated, and unwelcome. It was especially disheartening given her age and the fact that we were paying guests celebrating a special occasion together.
Exceptional hospitality is about making guests feel valued and cared for, particularly elderly guests who may need a small accommodation. Unfortunately, that was not our experience. The lack of empathy and customer service displayed by the staff overshadowed what should have been a memorable birthday celebration.
I hope management uses this as an opportunity to better train staff on guest care, compassion, and how to appropriately accommodate elderly visitors. No family should leave feeling shamed for simply asking for a place for an 83-year-old woman to sit and rest.
Management did call our room and offered to comp the sessions.
翻译：我对我们在阿米莉亚岛度假村水疗中心的体验深感失望。我们一家人来这里是为了庆祝我女儿的生日。期间，我83岁的母亲只是想找个地方坐下来休息，好让女儿和孙女享受水疗设施。
然而，工作人员非但没有表现出同情心或基本的待客之道，反而拒绝满足她的需求。这让我们感到尴尬、羞辱和不受欢迎。考虑到她年事已高，而且我们都是付费客人，一起庆祝这个特殊的日子，这种情况尤其令人沮丧。
卓越的待客之道在于让客人感到被重视和关怀，尤其是那些可能需要一些特殊照顾的老年客人。不幸的是，我们并没有感受到这一点。工作人员缺乏同理心和客户服务意识，让原本应该令人难忘的生日庆祝活动黯然失色。
我希望管理层能以此为契机，加强对员工的培训，提升他们的客户服务意识、同理心以及如何妥善照顾老年客人。任何家庭都不应该仅仅因为请求为一位83岁的老妇人提供一个可以坐下来休息的地方而感到羞愧。
酒店管理人员确实打电话到我们房间，并提出免除后续疗程的费用。
然而，工作人员非但没有表现出同情心或基本的待客之道，反而拒绝满足她的需求。这让我们感到尴尬、羞辱和不受欢迎。考虑到她年事已高，而且我们都是付费客人，一起庆祝这个特殊的日子，这种情况尤其令人沮丧。
卓越的待客之道在于让客人感到被重视和关怀，尤其是那些可能需要一些特殊照顾的老年客人。不幸的是，我们并没有感受到这一点。工作人员缺乏同理心和客户服务意识，让原本应该令人难忘的生日庆祝活动黯然失色。
我希望管理层能以此为契机，加强对员工的培训，提升他们的客户服务意识、同理心以及如何妥善照顾老年客人。任何家庭都不应该仅仅因为请求为一位83岁的老妇人提供一个可以坐下来休息的地方而感到羞愧。
酒店管理人员确实打电话到我们房间，并提出免除后续疗程的费用。
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