Pre-made food with horrible service.
Absolutely horrible and I don’t even know where to start. We stayed at the Dorsett City London and everything started well at check-in but turned for the worst while trying to order room service.
I call room service using the “room service” pre dial button from the hotel room phone (see attached photo). The line was either busy or no one answered, so I had to keep trying for over ten minutes. A male finally answers and seems agitated— he explains that there is no room service but he will transfer me to the restaurant. A female restaurant worker answers and says I would need to come down and order/wait for food. This was extremely odd because this hotel is allegedly a “four star restaurant.” I have never been to any other hotel, let alone a four star hotel, that did not have room service, especially since I found out about “room service” from the hotel information on the TV (see photo attached).
Anyway, I go downstairs and place an order from the menu that is on the “Dorsett City London” website (see attached photo). The lady looks at me funny and says they don’t have any of that food. A male then approaches and says the menu we were using was from another hotel. Thinking I made a mistake, I double check and it WAS from the same hotel/restaurant we were at. We end up ordering from the restaurant menu (higher pricing than online menu)— steak sandwich, burger, dirty fries, and two milk shakes. The food was ready in five minutes as we were told it would be. The food was mediocre at best— steak sandwich was over cooked and contained very little meat, burger ok but soggy, fries were old hard fries that were just loaded with toppings, and one shake was just liquid chocolate and definitely not a milkshake at all (the other was very watered down but had some ice cream in it). For what you pay at this restaurant, just go to a fast food place down the street— it’ll probably have better service and food. I don’t know a single restaurant that can have a steak sandwich/burger/fries ready in five minutes, which means VQ must have their food precooked and quickly put together. This was not four star quality at all.
I end up calling down to the restaurant because the liquid shake was undrinkable. I let the male worker know the issue and he calls me a liar, and that he finds it very hard to believe. He tells me that I could not get a refund for the shake and have to come back down and get another shake. At this point I’m very upset at being called a liar over the phone and return downstairs just to show them the purely liquid drink that they called a “shake.” I was over this entire experience and just left the shake without getting a new one, or a refund.
For background— I work in the customer service industry and have attended the Ritz-Carlton Leadership Center Course for private businesses. THIS IS NOT HOW YOU TREAT ANY CUSTOMER. It’s not right at any McDonald’s let alone a “four star” hotel. You don’t offer services on your hotel monitor/phone/advertisement that don’t exist, serve horrible food, call your customer a liar when he informs you about it, and then let said customer leave this upset. It’s honestly a joke in the customer service industry. I will never come back to this hotel and I’m not surprised it has so many 1-star reviews for lack of service. Very disappointed and in shock. I would give zero stars if I could.