点评:I have sent this to 3 email address and not had a response so posting here now.
On arrival we were greeted by staff whom didn't seem too interested in our arrival and given a sheet of paying activities that was old and had other people's scribbles on it. Not a great first impression.
Arriving at our lodge we saw we were put at the back of the lodge, with no view and had to wind our way down dark, small passages. We were the only ones in the whole lodge of 12 rooms. Why couldn't we be put in the front of the lodge, by the view?
I went back to reception to ask for an extra blanket as it is freezing (expected overnight temperature of -13°). I was told I wasn't allowed another blanket, even though we were the only ones in the WHOLE lodge. We were told "What happens if we suddenly have an influx of visitors overnight?" Really?! Surely your customer's comfort should be top priority? I found the reception staff to be very aloof.
Suggestion for the restaurant is to put the fireplace in the middle of the room and then many people can sit around it, instead of just 2 people. Also put double doors in so every time people come in or out they don't let in a gust of freezing wind. I found all the staff to be very friendly and helpful in the restaurant and applaud them for this. The kitchen however leaves much to be desired. The chef needs training on making meals. The only meal I recommend is the burger but enjoyed the eisbein too (I had the last available one, of course). It is also an extremely limited menu. When you are staying at a resort for a number of days, options are essential. Also just about every order, it was guaranteed that the waiter would return saying they didn't have an item or 2. We would watch them return in the same manner to other tables too. Please also consider warming the plates! This will keep the food warmer for longer as the food always arrives really cold, due to the environment.
Why oh why is there no soap at the toilets at the restaurants?! No dispensers, no soap, nothing. Not hygienic at all!!
I would also suggest making payments at the restaurant for the slopes. When children are having fun tubing down the slopes etc it is very inconvenient for the parent to have to get in the car to drive all the way back to reception to pay for more activities. On this note, the slope staff are also very friendly and helpful and good with children of all ages.
The rooms are very basic but warm. There is double glazing, a gas heater and electric blankets making it in fact a warn nights' sleep. We did however have the sign indicating which lodge we were at attached to our wall. So every time the wind blew we would hear a terrible scraping and screeching noise. Very unpleasant. We did report this but when I went out with maintenance in the freezing night, I was told nothing could be done about it.
On day 3 we ran out of toilet paper after waking in the morning. We went for breakfast and were out for quite a while, only returning to the room at 12:00. The rooms still hadn't been serviced and therefore still no toilet paper. We went up to reception to ask them for a roll of toilet paper and again were denied! We were told that we would need to wait for housekeeping?!
Every night we had an issue with our gas heater. First night it ran out of gas. This is acceptable, not something that can be predicted. Maintenance came very quickly to change the gas. 2nd night it took 3 hours (17:00-20:00). We were advised then that the heaters are always giving problems. 3rd night I reported the heater not working at 19:00. I'm still waiting for someone to come and fix it. We therefore woke in the middle of the night quite cold and therefore didn't have a good night's sleep.
On checkout we of course also had a problem. I was asked if I had paid for the accommodation?! How do they not know if they have received payment?? I made payment on arrival using my credit card, not an EFT. The staff member was trying to phone the lady who had checked us in. When I realised what was happening I showed her the SMS confirmation of payment. She then needed me to email the confirmation of payment to her. Why does the staff not have records of this??
I found the whole of the resort to be very clean from the rooms, to common property to around the restaurant and slopes. Congrats to all these staff members.
I hope you will take the above as constructive criticism as is intended.
I await your reply on the above.
翻译:我已将其发送至 3 个电子邮件地址,但尚未收到回复,因此现在在此发布。
抵达后,我们受到了工作人员的欢迎,他们似乎对我们的到来不太感兴趣,并给了我们一张旧的付费活动单,上面有其他人的涂鸦。第一印象不太好。
到达我们的小屋后,我们发现我们被安排在小屋的后面,看不到任何风景,不得不沿着黑暗的小通道蜿蜒前行。整个旅馆有12个房间,就我们俩。为什么我们不能被安置在小屋的前面,看风景呢?
我回到接待处要一条额外的毯子,因为天气很冷(预计夜间温度为-13°)。有人告诉我不允许再盖一条毯子,尽管我们是整个旅馆里唯一的人。我们被告知“如果一夜之间突然涌入大量游客怎么办?”真的吗?!当然,您的客户的舒适度应该是重中之重吗?我发现接待人员非常冷漠。
对餐厅的建议是把壁炉放在房间的中间,这样很多人就可以坐在它周围,而不是只有两个人。还要安装双门,这样每次人们进出时就不会让一阵冷风吹进来。我发现餐厅里的所有员工都非常友好和乐于助人,并为此为他们鼓掌。然而厨房还有很多不足之处。厨师需要接受做饭方面的培训。我推荐的唯一一餐是汉堡,但也很喜欢 eisbein(当然,我吃了最后一份)。这也是一个极其有限的菜单。当您在度假村住几天时,选择是必不可少的。而且几乎每一份订单,服务员都会回来说他们没有一两样东西。我们也会看着他们以同样的方式返回其他桌子。还请考虑加热盘子!这将使食物保持更长时间的温暖,因为由于环境原因,食物到达时总是很冷。
为什么餐厅的厕所没有肥皂?!没有分配器,没有肥皂,什么都没有。一点也不卫生!!
我还建议在餐厅支付滑雪费用。当孩子们在斜坡上玩得很开心时,家长必须上车一路开回接待处支付更多的活动费用,非常不方便。在这一点上,滑雪场的工作人员也非常友好和乐于助人,对各个年龄段的孩子都很好。
房间很基本但很温暖。配有双层玻璃、燃气热水器和电热毯,让您一夜安眠。不过,我们的墙上确实贴有指示我们所在小屋的标志。所以每次风吹过,我们都会听到可怕的刮擦声和尖叫声。非常不愉快。我们确实报告了此事,但当我在寒冷的夜晚出去进行维护时,我被告知对此无能为力。
第三天早上醒来后,我们的卫生纸就用完了。我们去吃早餐,出去了很长一段时间,直到12:00才回到房间。房间仍然没有得到服务,因此仍然没有卫生纸。我们去接待处向他们要一卷卫生纸,但又被拒绝了!我们被告知我们需要等待客房服务?!
每天晚上我们的燃气加热器都会出现问题。第一天晚上,汽油就用完了。这是可以接受的,而不是可以预测的事情。维护工作很快就更换了气体。第二天晚上花了3个小时(17:00-20:00)。然后我们被告知加热器总是出现问题。第三天晚上 19:00 我报告加热器不工作。我还在等有人来修复它。因此,我们在半夜醒来时很冷,因此没有睡个好觉。
结帐时我们当然也遇到了问题。还问我住宿费交了吗?!他们怎么不知道自己是否已收到付款?我在抵达时使用信用卡而非电子转帐付款。工作人员试图给帮我们办理入住的女士打电话。当我意识到发生了什么事时,我向她展示了付款确认短信。然后她需要我通过电子邮件将付款确认信息发送给她。为什么工作人员没有这方面的记录?
我发现整个度假村从房间到公共财产再到餐厅和滑雪场周围都非常干净。祝贺所有这些工作人员。
我希望您能将上述视为本意的建设性批评。
我等待您对上述问题的答复。