O&O's service philosophy is 'We Create Joy', with guest experiences being key to this mission. However, this hotel consciously chose not to follow it.
They severely lack service, care, and attention to guest health & safety. Despite informing them of my allergies before arriving and at check-in, I suffered a severe reaction and asthma attack that night.
My first room overlooked residential and staff areas (where they also smoked). I was then moved to room 508 with a mountain view (and car park). I was told that this room had to be re-checked due to my allergies. Despite leaving the room for 4 hours, this didn’t happen and had to be done during dinner.
Later that night, after it was “done", I woke up with an asthma attack. It was NOT re-checked!
In morning, the assistant manager was unsympathetic and blamed it on how busy they were (same excuse used to justify a lot, including waiting 50min for eggs due to them going to the wrong tables twice). I was told the manager was in a meeting but he would speak to me after. This never happened.
I spent 2 days confined to my room, very ill. There was no follow-up from the hotel until 5 days later at 9PM, the night before check-out (despite being in bed with DND on), the manager turned up to say hello but gave no apology or explanation.
I’ve stayed at many O&O resorts and assumed the first in Europe would match them, but I was wrong.
We’ve still had NO response from the hotel on this or the appalling service during our stay.