Overall my experience is good. I would like to share some feedback regarding my check-in experience, as I felt uncomfortable with how I was treated. Before I check-in, the concierge kindly helped me book a lunch reservation at The Sur House at 1pm. However, when I check-in at 1pm and asked the staff member at the front desk (a lady with black-framed glasses) for directions to lunch, I was only told to go to the Sun Deck without being informed that there were two dining options. Unaware of this, I proceeded to the Sun Deck and placed an order. Later, I saw the reminder about my reservation at The Sur House and asked the waiter if I was in the right place. The waiter explained that the Sun Deck was a more casual option while The Sur House offered a wider menu. At that point, I approached another front desk staff member, who clarified that both dining venues were available—The Sun Deck until 4:00 PM and The Sur House until 3:00 PM. She then kindly assisted us in switching to The Sur House for our meal. While I truly appreciate the help I received in the end, I couldn’t help but feel that I was not treated with the same level of courtesy and transparency as other guests. The way the first staff member handled my request left me feeling excluded, and I am concerned that implicit bias may have played a role. I wanted to bring this to your attention because I believe that every guest should feel equally welcomed and informed.
Traduci