1/5 Udane L. 2 months ago on Google • 17 reviews New
My
review
is
about
the
Italian
restaurant
inside
the
hotel,
BASÍLICO.
Unexpected
Charges:
When
we
ordered,
we
were
not
informed
that
children’s
menu
desserts
were
exclusive
to
hotel
guests.
This
led
to
confusion
when
we
were
charged
for
a
dessert
we
assumed
was
included.
Our
waitress,
Lita,
who
took
our
reservation
and
was
aware
that
we
were
not
hotel
guests,
did
not
provide
a
clear
explanation
and
insisted
on
the
charge
without
much
discussion.
Her
behavior
was
rude;
she
dismissed
our
concerns
and
focused
solely
on
ensuring
we
paid
for
the
dessert.
There
was
no
apology
for
not
informing
us
about
the
policy.
Furthermore,
the
menu
did
not
indicate
that
certain
items
were
exclusive
to
hotel
guests.
Seating
Restrictions:
We
were
also
disappointed
to
learn
that,
because
we
had
children
with
us
(7yr,
8yr
and
10yr)
m,
we
couldn’t
sit
in
the
ocean
view
terrace.
Instead,
we
were
offered
seating
in
the
side
terrace
or
inside.
Interactions
with
staff
like
Lita
can
significantly
impact
a
dining
experience.
Clear
communication
about
policies
and
respectful
treatment
are
essential
for
customer
satisfaction.
Unfortunately,
Lita’s
actions
made
our
experience
at
Basilico
very
uncomfortable.
We
hope
this
feedback
helps
improve
the
experience
for
future
guests.