I was a regular St. Regis Customer of their Friday...

I was a regular St. Regis Customer of their Friday brunch at Olea, frequently took my family when they visited the UAE and recommended to friends.

Even though in recent years the spread has grown less impressive, other Abu Dhabi brunches are more competitive and have better selection and service

I booked the Christmas brunch for my family of seven. Brunch was approximately 800 - 1000 Dhs per head and had to paid upfront.

Having worked in the industry I understand that this is necessary so that numbers can be confirmed.

On this occasion, my mother the week before Christmas was diagnosed with Bronchitis and had to be treated in hospital.

We contacted the restaurant two days before Christmas day and advised them that due to serious illness our party would now be 5 and requested a refund for the 2 non attending. We were asked to confirm in writing which we did.

On Christmas day the reservations manager greeted us and assured that this had been dealt with.

A week later we then received an email to say that we would not get the refund.

We replied to the reservations manager who had originally assured us that it was taken care of and were told to submit a medical note.

we said that yes we could do this and were told that it would now be raised to the F&B director.

After no response my mother contacted the director personally. The Director assured us that it was resolved that we would be reimbursed and apologized.

We reminded them over a month later when we still had not been refunded and received an email from the same Director stating that we would not be refunded?

Truly dreadful customer service.
Worse than a 1 star hotel

Firstly to take money for no service issued is a disgrace.
Secondly this should have been dealt with immediately as the hotel was informed well in advance so not to impact their numbers
Finally for several members of staff to be rude and to say that is had been dealt with and then to retract after is appalling

We will not be returning, we will advise others not to return

Truly the worst customer service that I have experienced here!