What started out as a holiday, plagued by countless frustration, primarily due to a lack of customer service, has pleasantly evolved into a five-star holiday worth remembering.
After the first few days of experiencing a nightmare at the 5-star Abama Hotel in Guia de Isora, Tenerife Spain, Mr. van Stigt had had enough. Phone calls were made to arrange an abrupt cancellation of the holiday and earlier flights back home.
Nevertheless, one final attempt was to be made before confirming the early-return home; this time as high up in the hotel’s hierarchy as possible – the General Manager. Mr. van Stigt and Greg Schellhammer had a meeting with the General Manager of the Abama Resort Hotel; José Lozano.
Mr. Lozano was as professional as to be expected from a five-star hotel General Manager; listening to the experiences and diplomatically assuring the holiday goers that he would investigate the matter and take the necessary measures to ensure that such frustrating incidents would not repeat themselves.
From that meeting onwards, the whole holiday experience took a 180º turn for the better. The lunches and dinners that took, on average, a minimum of 2-hours due to a gravely mismanaged team of waiters, was now cut down to a 60-minute encounter, enhanced with personal attention and complimentary appetizers such as foie gras on eel sprinkled with truffles.
The majority of waiters, bartenders and general hotel staff, which previously showed little professionalism, a complete lack of attention and at times even snappy inappropriate replies to the holidaymaker’s frustrations, began to show unobtrusive attention, constant professionalism as well as a clear attempt to provide customer service on a level of five-stars that the Abama Hotel Resort is crowned with.
The positive change didn’t stop at that. Hotel General Manager Lozano, took a very personal and yet highly professional approach to the van Stigt family, ensuring throughout each day that satisfaction was at the forefront of their experience and whenever a situation demanded, Lozano immediately stepped in to guarantee no frustration would have to be endured.
Lozano also went out of his way to exceed the guest’s expectations; After learning of Greg Schellhammer’s new found passion for Golf, Lozano arranged for daily Golf training for Mr. Schellhammer with the Abama Golf Academy’s director in person. The PGA professional, Pedro Silva was “an extremely professional teacher”, says Schellhammer. “Golf can be a very testing sport, with progress coming and going sporadically, but with the training from Mr. Silva, the learning curve just took on a whole new shape”.
The 18-hole golf course at the Abama hotel is a small paradise. “With lush tropical vegetation and amazing views over the Guia de Isora coastline, all the way over to the adjacent island, La Gomera, playing on the course was a fantastic experience”, said Schellhammer.
With the holiday coming to an end, Mr van Stigt and Greg Schellhammer, would like to extend an explicit word of praise to a number of key employees which turned the holiday into a pleasant stay; Giles Raymakers, at the Jazz Club for his polite and professional service at all times. Stefanie Zumkeler, at the Kabuki Restaurant for her highly attentive, yet discrete and professional service. Julien Mathon, the Food and Beverage manager for his proactive approach ensuring timely service, as well as waiting staff, Thomas Wujek at el Mirador and Mirian Mendez at the Golf Club House. Giuseppe Giuliano and Toni Villanueva at the
Tanganika cocktail bar for their perfect mix of conversation and attention and of course their exquisite preparation of the cocktails. Christoffer Backmann, the supervisor, for his permanent attention and interest in the holiday experience as well as countless efforts to ensure a positive customer service. Rahul Bakker, the manager at La Pampa restaurant for his dedication and discrete yet highly effective management of the waiting staff. Alexandra Macor, in charge of seating at the breakfast buffet, for ensuring that breakfast was always a positive experience with a table prepared for eight at all times ready with daily newspapers in English, Spanish and Dutch.
Mr. van Stigt and his family, and Greg Schellhammer thank the General Manager and all the staff for the excellent 5-star service and attention provided after the initial countless frustrations.