Post tip solicitations here!
- Thread starter cassidain
- Start date
Your experience — and this thread — have been forwarded to the owner of the hotel. It would be appreciated if you would forward a copy of the receipt . . . please feel free to do so by PM, if more comfortable for you to do so. It was — to say the least — unacceptable conduct.
You must have enjoyed one of the last evenings . . . closing of the Hotel, for renovations, is “end of the month,” as I recall.
We also sent a copy of the bill to CEC, but it only shows the amount AFTER he added another 12%, of 161 euros.. The waiter had allready disposed of the ITEMIZED bill which was 144 euros!!
elgreaux
Senior Insider
Yes Wednesday is the last day the hotel is open..
Hotel expert
New Member
Dear @Benster, nice to e-meet you. I am Claudio, Chief Commercial Officer of Sereno Hotels. First of all, allow me to apologize for the inconvenience occurred. Please, rest assured that integrity, honesty and transparency are at the foundation of our super private, ultra-luxury yet understated hospitality philosophy. I am sure there was a misunderstanding, and I kindly ask you to contact Juan Asin on property providing the copy of the charge or of the bill. We will promptly refund you these tips. Our position is that tips should always remain something guest autonomously decide whether and in which amount to extend to reward the staff for a great experience. Apologies again and many thanks for having taken the time to share your feedback. This gives us the opportunity to rectify mistakes and to further improve the level of our services. All the best, Claudio
Hotel expert
New Member
Dear @cec1: please see my answer to the original post. Many thanks, all the best, Claudio
Cwater
Senior Insider
Taking ownership. The correct thing to do
cassidain
Senior Insider
Hmmm
Your message, Claudio, is well received. However, as a longtime guest of many years at Al Mare, a neighbor to, and friend to many at the restaurant and in management of, the very lovely Le Sereno Hotel in St. Barths (& having been introduced to you), I am writing to respectfully offer personal input.
Most strikingly, your initial assessment of the situation as an “inconvenience” is — as Americans might say — “tone deaf.” That is, for many Americans, it indicates a lack of perception of the implications of what is described by Benster. (In this respect, I would like to note that your comments — about which I offer opinions below — may arise from misunderstandings in nuances between English and your “first” language.)
The matter identified is not a mere inconvenience (defined as “a problem or trouble, often causing delay or loss of comfort”). What Benster described was, in the minds of many who read of the experience, an act by a waiter which was equal to theft — stealing money from the guest by adding a gratuity which was totally unauthorized & without alerting the guest to having done so. The act was not simply an inconvenience . . . it was a gross misuse of Benster’s credit & — I believe — a fiduciary breach by the subject waiter that warranted immediate termination (unless your investigation shows another, lawful explanation of what occurred).
Moreover, I wonder how you can be “sure” that there was a misunderstanding? Has there been an investigation that demonstrated misunderstanding? Your easy dismissal of Benster’s description of what occurred appears to border on wishful thinking.
The proposed resolution of refunding the unauthorized tip, as a means of rectifying an alleged theft by this waiter, also strikes me as not a cure of what is said to have happened . . . it is only a return of money that seemingly was taken without consent of the guest. Perhaps a gesture of some generosity & better recognition of the seriousness of the matter could have been offered . . . inviting Benster & companion to return for a complimentary meal, for example.
Finally, I will add that in my slight acquaintance with Juan Asin (“Director of Operations,” when we were introduced), I respect his sensitivity to matters affecting guests at Al Mare . . . and am hopeful that communication between Juan & Benster will sensitively put to rest the complaint. The accusation in the complaint does not reflect the very high regard in which I hold the Hotel & all who are associated in its service & operations.
Again, thank you for taking important notice of Benster’s note and your efforts to amicably address it.
Sent from my iPad
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Cwater
Senior Insider
Well said my friend. Thank you
I give 'Claudio' credit for stepping up with a response, but what bothered me about his response was that it came off to me as a 'stock answer' to a complaint. He wasn't privvy to the complaint in person, so a bit of 'whisper down the lane' as I saw it. Did he get the same information from the server who presented the bill ? Most people in charge have a list of their 'stock answers for different situations, usually in an attempt to appease the wronged party. 'Inconvenience' was not the correct word to describe those affected and I hope all affected will pursue refunds.
Enroute back home after 9 days on the island.
The only place we were actively solicited for a tip was the loungers at Shellona.
We stayed the first 3 nights at Carl Gustav and had lunch at Shellona restaurant on Day 1 with no request for a tip. Paid in cash.
Day 2 we chose to have a light lunch at the beach loungers. Service was non existent and my husband had to place our lunch order at the bar.
Except for delivering our lunch to our chairs we never did see the waitron ( all chairs at the beach were not occupied).
When we decided to leave we eventually went to pay for lunch at the bar as she never came back and wasn’t present. We were signing to our room on this day.
Rather than question as to whether we wanted to add anything in addition to the CC machine she said “ Service is not included”
When the bill printed out he asked her why it said “servis compris”
Her answer “ Oh no that goes to the owner only”
We opted not to tip on this occasion.
Nowhere else were we asked for a tip.
We ate at Beefbar, Nikki, Le Cafe, Sandbar, GypSea, Kiki e Mo, La Casina,L’Isola.
The waitron at Petit Plage did say if we wanted to add anything in addition she would have to do so on the machine, but we did not consider this a request for a tip as she was clear “any extra”.
Many good meals but overall not many great meals.
Will post details once I’ve settled back into a routine.
I’m not sure if the fact that we speak Dutch makes a difference and we generally pay in cash as we’ve found that eliminates the awkward discussion about tips or any additional amount we would like to add on.
We do leave some extra and the staff are very appreciative.
The only place we were actively solicited for a tip was the loungers at Shellona.
We stayed the first 3 nights at Carl Gustav and had lunch at Shellona restaurant on Day 1 with no request for a tip. Paid in cash.
Day 2 we chose to have a light lunch at the beach loungers. Service was non existent and my husband had to place our lunch order at the bar.
Except for delivering our lunch to our chairs we never did see the waitron ( all chairs at the beach were not occupied).
When we decided to leave we eventually went to pay for lunch at the bar as she never came back and wasn’t present. We were signing to our room on this day.
Rather than question as to whether we wanted to add anything in addition to the CC machine she said “ Service is not included”
When the bill printed out he asked her why it said “servis compris”
Her answer “ Oh no that goes to the owner only”
We opted not to tip on this occasion.
Nowhere else were we asked for a tip.
We ate at Beefbar, Nikki, Le Cafe, Sandbar, GypSea, Kiki e Mo, La Casina,L’Isola.
The waitron at Petit Plage did say if we wanted to add anything in addition she would have to do so on the machine, but we did not consider this a request for a tip as she was clear “any extra”.
Many good meals but overall not many great meals.
Will post details once I’ve settled back into a routine.
I’m not sure if the fact that we speak Dutch makes a difference and we generally pay in cash as we’ve found that eliminates the awkward discussion about tips or any additional amount we would like to add on.
We do leave some extra and the staff are very appreciative.
andynap
Senior Insider
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