breggie
September 14, 2023
TA reviews always seem to have the one person who gives it 1 star over a $$ beef with management, and these are easy to spot and dismiss. Mine is likely in that category, but there is an element of truth in my complaints. This is an expensive place, more than even the Fairmont in Victoria. Yes, it is a small hotel and one of quite high quality. Booked it for 2 special nights, ate at their quality restaurant, wonderful high quality experience for which the top dollar price is appropriate. A booking error occurred, an honest mistake, involving a $25 “sweets package” upon arrival. Did I order it? They say I did. Perhaps so, but as I am diabetic, it clearly was an honest error. At the 5 star level of this hotel, I feel good management practice would have been to simply forgive and remove the charge. (The sweets arrived at our room shortly after arrival, and we scratched our heads and said we didn’t want it and didn’t know we had ordered it.) That done, we encountered yet another bush league level of management. There is zero helpfulness from management and staff at the desk regarding ideas and local knowledge of how to do things while here, where to go to do them, and no brochures or handouts of any type for activities. Thankfully, we brought it up to our server at their restaurant that evening. She knew absolutely everything about everything and helped us plan our 2 days here with a cheery attitude of helpfulness. Not an impressive front office! Finally, each room has a boilerplate continental breakfast left in the fridge daily. No inquiry nor attempt was made upon arrival or in advance to accommodate any special dietary needs of guests. For most this is a non-issue, but for diabetics one’s food choices must be controlled to avoid glucose spikes. We would never expect anything special at an economy or medium level hotel, but Pluvio holds itself out as an upscale top of the line place to stay. Their prices reflect this, but the breakfast choices were simply unacceptable to me due to the sugar/glucose issue. Although classy in many regards, Pluvio needs to up their customer service game to justify their pricing.