港町三國港旅館 (Auberge Homachi Mikuni Minato)

挺好的，床品粗糙了點，飯好吃

Our stay at this heritage hotel, which consists of beautifully renovated old houses scattered throughout a charming town, was a unique and mostly pleasant experience. The facilities and room amenities were excellent, and we thoroughly enjoyed the local atmosphere and the authentic dining options nearby. However, as a Michelin-recommended establishment, there is significant room for improvement regarding communication and attention to detail. 1. Repetitive and Inefficient Communication: After booking through an OTA (C訂房網站), we received multiple calls from agents asking the same questions (arrival time, dietary restrictions, gender for amenities). Despite answering these repeatedly, it became clear that the information was either not recorded or not transmitted to the hotel staff. 2. Critical Lapse in Dietary Requirements: Our most serious concern involved a severe dairy allergy. We informed the OTA agents multiple times and even sent two separate emails directly via the hotel’s official website to ensure the message was received. Unfortunately, the hotel never replied to our emails, and upon arrival, the staff claimed they had no record of our request. Consequently, dairy-containing dishes were served to the allergic guest during the first meal. 3. Resolution: While the issue was eventually resolved and the second day went smoothly, the lack of coordination between the hotel, the booking agent, and the hotel’s own email system was frustrating. For a hotel of this caliber, one expects a seamless flow of information—especially regarding guest safety and allergies. Conclusion: Everything else about the hotel was wonderful, but these service "softwares" are what separate a good hotel from a truly great one. I hope the management can improve their internal communication and email responsiveness to match the high physical quality of the property. ________________________________________ ⭐⭐⭐⭐ (4/5 顆星) — 迷人的老屋住宿，但溝通細節亟待加強 我們入住這間由散佈在迷人小鎮各處的老屋改建而成的飯店，是一次非常獨特且愉快的經驗。房間設施完善，我們也非常享受當地的小鎮風情與周邊道地的餐廳。 然而，作為一家獲得米其林推薦的飯店，在溝通與細節處理上仍有很大的進步空間。 1. 重複且低效的溝通： 透過訂房網站（OTA）預約後，我們接到了多通代理商的電話，重複詢問相同的問題（抵達時間、飲食禁忌、備品性別等）。儘管我們反覆回答，但顯然這些資訊並未被記錄或有效傳達給飯店人員。 2. 飲食需求的嚴重失誤： 我們最擔心的問題是同行友人對乳製品嚴重過敏。我們不僅告知了代理商多次，還額外透過飯店官網發送了兩封郵件。遺憾的是，飯店從未回覆郵件，抵達後工作人員竟表示未收到相關記錄，導致第一餐仍提供了含乳製品的食物。 3. 解決情況： 雖然問題最終得到解決，且第二天的服務恢復正常，但飯店、代理商與飯店官網郵件系統之間的缺乏協調令人沮喪。對於這種水準的飯店，房客期待的是資訊的無縫傳遞，特別是涉及過敏安全的部分。 結語： 除了溝通問題，飯店的其他部分都非常完美。但正是這些服務上的「軟實力」決定了一間飯店能否從「優秀」走向「卓越」。希望管理層能改善內部溝通與郵件回覆效率，以匹配其優質的硬體設施。