"I am writing to express my disappointment with the service my party and I received during our recent visit to your restaurant in the lobby.
From the time we were seated, the service was consistently slow and fell well below the standard we expected. Throughout our meal, we repeatedly had to wave down servers just to receive basic assistance, whether it was placing our order, requesting refills, or asking for items that should have been provided without repeated reminders.
Unfortunately, the lack of attentiveness continued throughout our dining experience. After our concerns went unaddressed, we felt we had no choice but to ask to speak with the captain to express our frustration. While we hoped this would improve the situation, the overall experience remained disappointing.
I would also like to recognize the outstanding service we received from the Club Level staff on the fifth floor. Their professionalism, attentiveness, and genuine hospitality were exactly what we expected and greatly appreciated. They consistently went above and beyond to ensure our needs were met, making us feel welcomed and valued throughout our stay. Their exceptional service stood in stark contrast to the experience we had in the lobby restaurant.
A hotel's reputation is built on providing consistently excellent service across all areas of the property. While the Club Level team exemplified that standard, the service we experienced in the lobby restaurant did not."
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