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Grega S
S.P.A. great, staff behaves rudely and is either understaffed and or needs better training
Terme Thermana Lasko Hotels & Resorts的点评
点评：Hello!
We visited Thermana spa with my family ( 8 people). I live in United States so we get to visit once a decade although my family lives in Slovenia and they visit more often.
No complaints about the spa, it was wonderful.
All the complaints are about restaurant side and employee staff - which either needs re-training to be more kind to people and better understanding of retail business or staff needs replacing.
We were berated, yelled at, and treated outright rudely when at the restaurant. While restaurant was the issue point, food wasn’t groundbreaking but wasn’t bad - same employees were seen later working at front desk so it is thermana staff.
I also received an apology (if you can call it that) from a marketing chief from thermana d.d.
It is a bad business practice to train your employees to yell at customers and throw Serbian-Croatian slurs at them - even if customer is wrong, which we weren’t in this situation - and even more bad business practice to have your marketing chief sent out a letter saying “apologize deeply” immediately followed by “your fault” and “employees acted within guidelines”. The letter actually made things worse because, if written truthfully and with care, it pointed out staff were not having rotten behavior because they were having a bad day - they were cursing at us and yelling at us because thermana management trained them to.
I’ve lived on 4 continents and seen a lot of- but never have I seen such rude behavior towards customers as I have seen here. Shame.
We visited Thermana spa with my family ( 8 people). I live in United States so we get to visit once a decade although my family lives in Slovenia and they visit more often.
No complaints about the spa, it was wonderful.
All the complaints are about restaurant side and employee staff - which either needs re-training to be more kind to people and better understanding of retail business or staff needs replacing.
We were berated, yelled at, and treated outright rudely when at the restaurant. While restaurant was the issue point, food wasn’t groundbreaking but wasn’t bad - same employees were seen later working at front desk so it is thermana staff.
I also received an apology (if you can call it that) from a marketing chief from thermana d.d.
It is a bad business practice to train your employees to yell at customers and throw Serbian-Croatian slurs at them - even if customer is wrong, which we weren’t in this situation - and even more bad business practice to have your marketing chief sent out a letter saying “apologize deeply” immediately followed by “your fault” and “employees acted within guidelines”. The letter actually made things worse because, if written truthfully and with care, it pointed out staff were not having rotten behavior because they were having a bad day - they were cursing at us and yelling at us because thermana management trained them to.
I’ve lived on 4 continents and seen a lot of- but never have I seen such rude behavior towards customers as I have seen here. Shame.
翻译：你好！
我们和家人（8人）一起去了Thermana水疗中心。我住在美国，所以我们十年才能去一次，不过我的家人住在斯洛文尼亚，他们去得更频繁。
水疗中心没什么可抱怨的，非常棒。
所有的抱怨都集中在餐厅和员工方面——要么需要重新培训，让他们更友善地对待顾客，更好地理解零售业务，要么需要更换员工。
我们在餐厅时被斥责、被吼叫，甚至受到了粗鲁的对待。虽然餐厅是问题所在，但食物虽然不算惊艳，但也不算糟糕——后来有人在前台看到同样的员工，所以是Thermana的员工。
我还收到了Thermana d.d.一位市场主管的道歉（如果可以这么称呼的话）。
训练员工对顾客大喊大叫，甚至用塞尔维亚-克罗地亚语辱骂他们，这是一种糟糕的商业行为——即使顾客错了，而我们这次的情况并非如此——更糟糕的商业行为是让市场主管发一封信，信中说“深感抱歉”，紧接着又说“你的错”和“员工遵守了规定”。这封信实际上让情况变得更糟，因为如果信写得真实谨慎，它指出员工行为恶劣并非因为他们心情不好——他们骂我们、对我们大喊大叫，是因为Thermana管理层训练他们这样做。
我曾在四大洲生活过，见过很多——但我从未见过像这里这样粗鲁对待顾客的行为。真丢脸。
我们和家人（8人）一起去了Thermana水疗中心。我住在美国，所以我们十年才能去一次，不过我的家人住在斯洛文尼亚，他们去得更频繁。
水疗中心没什么可抱怨的，非常棒。
所有的抱怨都集中在餐厅和员工方面——要么需要重新培训，让他们更友善地对待顾客，更好地理解零售业务，要么需要更换员工。
我们在餐厅时被斥责、被吼叫，甚至受到了粗鲁的对待。虽然餐厅是问题所在，但食物虽然不算惊艳，但也不算糟糕——后来有人在前台看到同样的员工，所以是Thermana的员工。
我还收到了Thermana d.d.一位市场主管的道歉（如果可以这么称呼的话）。
训练员工对顾客大喊大叫，甚至用塞尔维亚-克罗地亚语辱骂他们，这是一种糟糕的商业行为——即使顾客错了，而我们这次的情况并非如此——更糟糕的商业行为是让市场主管发一封信，信中说“深感抱歉”，紧接着又说“你的错”和“员工遵守了规定”。这封信实际上让情况变得更糟，因为如果信写得真实谨慎，它指出员工行为恶劣并非因为他们心情不好——他们骂我们、对我们大喊大叫，是因为Thermana管理层训练他们这样做。
我曾在四大洲生活过，见过很多——但我从未见过像这里这样粗鲁对待顾客的行为。真丢脸。
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