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Micheal R
Shambolic, uncaring and sad to say deceitful.
Gaarten Hotel Benessere Spa的点评
点评：What a dreadful experience. My full complaint sent and ignored 5 times is below, but in short. (1) They took 45 minutes to serve a choice of just two pre-ordered first courses, (2) they tried twice to serve tepid, reheated & dried up main courses, lied to say they had been freshly made until they finally admitted they were the same dishes we had first sent back (then the restaurant manager told us he did not care! (3) served cartons of juice at breakfast when they advertise it to be freshly squeezed and (4) pre-blocked full payment for my stay, then took payment again at checkout saying the block would be lifted automatically; it wasn't until after 5 communications and 12 days later.
Not one word of apology, despite my messages having been sent to their Director, their complaints email and the hotel itself (I even sent the complaint in Italian so that they had no excuse that they could not read it).
Terrible experience at one of your hotels
Dear Sirs,
I feel it is appropriate to inform you of the unpleasant experience my wife and I had during our stay at your Hotel Gaarten in Gallio on the night of July 11, 2026.
We had booked your dinner-inclusive package and upon check-in, we were told we had to order by 5:00 PM, which we did without issue, reserving a table for 8:00 PM.
When we arrived at the restaurant, we were informed that only one of the two desserts offered was available.
When we asked for wine, we were told there was no wine list and only one red wine was available.
After 30 minutes, our appetizers still hadn't arrived. We asked where they were and were told that the food was prepared in the order requested. We then watched as three tables who arrived after us were being served, while we still hadn't received anything. I spoke to the manager, who immediately rushed our orders. Ultimately, my wife's order arrived, but mine did not. My first course arrived 15 minutes later, so almost 45 minutes after we arrived (and remember, it was pre-ordered), and after my wife had finished hers. I was halfway through my first course when both second courses arrived. I told them this was unacceptable and that they would have to take them back until I was finished, and that they would have to remake them. Later, they tried to serve us the same dishes, cold and dry. I called the manager and said this was unacceptable and that the food should be freshly prepared. He went back to the kitchen, brought back the same dishes, and said they were new, freshly cooked. I told him I didn't believe him, and he said he didn't care! We refused to eat the cold, dry food, and your chef came to speak with us. He admitted that the food was the same as before, apologized for trying to deceive us, and promised to remake the dishes, which he did.
In addition to this inconvenience, two small issues arose: I asked for a toothpick that was never brought, and we were served the wrong desserts.
I complained to the front desk the next morning, who discounted my bill by only €50, then charged me the correct amount and assured me that the original €247 payment made on July 4th would be canceled as it was only a temporary hold. Now, almost a week later, the hold has still not been lifted, and I've paid twice for a terrible experience.
Finally, as an aside, I read on your website that your breakfasts are excellent and that you serve fresh juices. This is absolutely not true, as I've seen your waiters refilling the juice dispensers with large catering cartons.
I look forward to hearing from you.
Not one word of apology, despite my messages having been sent to their Director, their complaints email and the hotel itself (I even sent the complaint in Italian so that they had no excuse that they could not read it).
Terrible experience at one of your hotels
Dear Sirs,
I feel it is appropriate to inform you of the unpleasant experience my wife and I had during our stay at your Hotel Gaarten in Gallio on the night of July 11, 2026.
We had booked your dinner-inclusive package and upon check-in, we were told we had to order by 5:00 PM, which we did without issue, reserving a table for 8:00 PM.
When we arrived at the restaurant, we were informed that only one of the two desserts offered was available.
When we asked for wine, we were told there was no wine list and only one red wine was available.
After 30 minutes, our appetizers still hadn't arrived. We asked where they were and were told that the food was prepared in the order requested. We then watched as three tables who arrived after us were being served, while we still hadn't received anything. I spoke to the manager, who immediately rushed our orders. Ultimately, my wife's order arrived, but mine did not. My first course arrived 15 minutes later, so almost 45 minutes after we arrived (and remember, it was pre-ordered), and after my wife had finished hers. I was halfway through my first course when both second courses arrived. I told them this was unacceptable and that they would have to take them back until I was finished, and that they would have to remake them. Later, they tried to serve us the same dishes, cold and dry. I called the manager and said this was unacceptable and that the food should be freshly prepared. He went back to the kitchen, brought back the same dishes, and said they were new, freshly cooked. I told him I didn't believe him, and he said he didn't care! We refused to eat the cold, dry food, and your chef came to speak with us. He admitted that the food was the same as before, apologized for trying to deceive us, and promised to remake the dishes, which he did.
In addition to this inconvenience, two small issues arose: I asked for a toothpick that was never brought, and we were served the wrong desserts.
I complained to the front desk the next morning, who discounted my bill by only €50, then charged me the correct amount and assured me that the original €247 payment made on July 4th would be canceled as it was only a temporary hold. Now, almost a week later, the hold has still not been lifted, and I've paid twice for a terrible experience.
Finally, as an aside, I read on your website that your breakfasts are excellent and that you serve fresh juices. This is absolutely not true, as I've seen your waiters refilling the juice dispensers with large catering cartons.
I look forward to hearing from you.
翻译：真是一次糟糕透顶的体验。我详细写下的投诉内容已经发送了5次，但均被无视。简而言之：(1) 他们花了45分钟才上齐仅有的两道预先点好的前菜；(2) 他们两次试图上菜，但这些主菜都是温的、重新加热过且干巴巴的。起初他们谎称这些菜是现做的，直到最后才承认这些就是我们之前退回的那几道菜。（后来餐厅经理甚至对我们说他根本不在乎！(3) 早餐时提供的果汁盒装饮料，而他们宣传说这些果汁是新鲜榨制的；(4) 他们预先冻结了我入住期间的全部费用，结账时又再次收费，声称冻结会自动解除；但实际上直到我发了5次沟通信息、又过了12天后才解除。
尽管我把投诉信息发给了他们的总监、投诉邮箱以及酒店方面（我甚至用意大利语发送了投诉内容，这样他们就没借口说自己看不懂了），但他们连一句道歉的话都没有。在贵酒店的糟糕体验
尊敬的先生们：
我觉得有必要向贵方通报一下我和妻子在2026年7月11日晚入住贵酒店的糟糕经历。
我们预订了包含晚餐的服务套餐。办理入住手续时，工作人员告知我们必须在下午5点前点餐，我们照做了，并预订了晚上8点的餐桌。
然而当我们到达餐厅后，却被告知所提供的两种甜点中只有一种有货。当我们点酒时，服务员告诉我们没有酒单，只有一种红酒可供选择。
30分钟过去了，我们的开胃菜仍未上桌。我们询问菜品进展如何，得到的答复是餐品是按点单顺序制作的。随后我们看到，有三桌比我们晚到的客人已经开始用餐，而我们仍然什么都没收到。我找来经理，他立刻安排加快我们的上菜速度。最终，我妻子的那份餐点送来了，但我的那份却始终没出现。我的第一道主菜在15分钟后才送上，也就是说，在我们入座近45分钟后才送来（请注意，这些菜是事先点好的），此时我的妻子已经吃完了她的餐点。我刚吃到一半时，两道第二道主菜又同时送来了。我向他们指出这种情况不可接受，要求他们把菜拿回去，直到我吃完为止，而且必须重新制作。后来，他们又试图把同样几道菜端上来，但此时菜已经冷了且干巴巴的。我打电话给经理，指出这种情况不可接受，食物理应新鲜烹制。他回到厨房，端回同样的菜肴，声称这些是新做、刚煮好的。我告诉他我不相信，而他则表示根本不在乎！我们拒绝食用那些又冷又干的食物，这时你们的厨师过来和我们交谈。他承认食物确实和之前的一样，为试图欺骗我们而道歉，并承诺重新烹制菜肴，后来也确实这样做了。除了这些不便之外，还出现了两个小问题：我索要牙签，但始终没拿到；我们收到的甜点也弄错了。
第二天早上我向前台投诉，他们只给我减免了50欧元，随后又按正确金额收费，还向我保证7月4日扣除的247欧元只是临时预授权，之后会予以撤销。然而将近一周过去了，该预授权仍未解除，我最终为这次糟糕的体验支付了两次费用。最后，顺便一提，我在贵店的网站上看到，说你们的早餐很棒，还提供新鲜果汁。但这绝对不是事实——我亲眼看到服务员用大型餐饮用纸箱来给果汁机重新灌装果汁。
期待您的回复。
尽管我把投诉信息发给了他们的总监、投诉邮箱以及酒店方面（我甚至用意大利语发送了投诉内容，这样他们就没借口说自己看不懂了），但他们连一句道歉的话都没有。在贵酒店的糟糕体验
尊敬的先生们：
我觉得有必要向贵方通报一下我和妻子在2026年7月11日晚入住贵酒店的糟糕经历。
我们预订了包含晚餐的服务套餐。办理入住手续时，工作人员告知我们必须在下午5点前点餐，我们照做了，并预订了晚上8点的餐桌。
然而当我们到达餐厅后，却被告知所提供的两种甜点中只有一种有货。当我们点酒时，服务员告诉我们没有酒单，只有一种红酒可供选择。
30分钟过去了，我们的开胃菜仍未上桌。我们询问菜品进展如何，得到的答复是餐品是按点单顺序制作的。随后我们看到，有三桌比我们晚到的客人已经开始用餐，而我们仍然什么都没收到。我找来经理，他立刻安排加快我们的上菜速度。最终，我妻子的那份餐点送来了，但我的那份却始终没出现。我的第一道主菜在15分钟后才送上，也就是说，在我们入座近45分钟后才送来（请注意，这些菜是事先点好的），此时我的妻子已经吃完了她的餐点。我刚吃到一半时，两道第二道主菜又同时送来了。我向他们指出这种情况不可接受，要求他们把菜拿回去，直到我吃完为止，而且必须重新制作。后来，他们又试图把同样几道菜端上来，但此时菜已经冷了且干巴巴的。我打电话给经理，指出这种情况不可接受，食物理应新鲜烹制。他回到厨房，端回同样的菜肴，声称这些是新做、刚煮好的。我告诉他我不相信，而他则表示根本不在乎！我们拒绝食用那些又冷又干的食物，这时你们的厨师过来和我们交谈。他承认食物确实和之前的一样，为试图欺骗我们而道歉，并承诺重新烹制菜肴，后来也确实这样做了。除了这些不便之外，还出现了两个小问题：我索要牙签，但始终没拿到；我们收到的甜点也弄错了。
第二天早上我向前台投诉，他们只给我减免了50欧元，随后又按正确金额收费，还向我保证7月4日扣除的247欧元只是临时预授权，之后会予以撤销。然而将近一周过去了，该预授权仍未解除，我最终为这次糟糕的体验支付了两次费用。最后，顺便一提，我在贵店的网站上看到，说你们的早餐很棒，还提供新鲜果汁。但这绝对不是事实——我亲眼看到服务员用大型餐饮用纸箱来给果汁机重新灌装果汁。
期待您的回复。
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