Customer Service should be the number one priority in hospitality. However, Russell from the pool bar made my experience there extremely uncomfortable. I watched him publicly embarrass a group of teenage girls, because he wasn’t aware that they had already settled their bill.
When he was corrected by his fellow coworker, he refused to apologize. In fact, he bluntly stated, “I’m not apologizing to them for nothing”. Even after threatening them with security in front of a bar/restaurant full of people.
Which is what made me interfere, because the apology should have been as loud as the disrespect. I was embarrassed for them. His manger Alex, who he had no regard for. Also witnessed Russell’s inappropriate conduct. The situation could have been handled differently, but he was completely rude and disgustingly out of line.
It made me not want to ever stay here again. Especially, if this is how you value and handle your guest.
It’s completely unacceptable for any establishment.
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