Unforgivable Service at Berida Hotel and Bistro Sociale, Bowral

My recent experience at Berida Hotel and its restaurant, Bistro Sociale, in Bowral, New South Wales, was a disaster. What was meant to be a joyful Mother's Day celebration with my stepson and partner turned into a nightmare due to the inexcusable behavior of the hotel's management.

On arrival, we were charmed by the inviting ambiance of the fireplace, a warmth that would soon be completely overshadowed by the hotel's service. Our first indication of the impending disappointment came when we tried to book a table at Bistro Sociale. Despite being hotel guests, we were astonishingly informed that no tables were available - a flagrant disregard for hospitality norms. Their suggested alternative was a table at the whiskey bar, an utterly inappropriate suggestion given the presence of our 10-year-old stepson.

The hotel's manager, whose name I withhold, showed an appalling lack of customer service skills. Despite seeing several unoccupied tables for over three hours, he stubbornly insisted none were available.

In an appalling escalation, we were unjustly accused of causing a disturbance and asked to leave the hotel. This, while we were quietly conversing amongst ourselves in Portuguese, and had not interacted with the staff since our failed attempt to book a table. His threat to call the police on us, a family with a young child, was a gross overreaction and a testament to his lack of managerial aptitude.

Upon revealing our association with law firms, his tone suddenly shifted. He then hastily offered a free night at the hotel, a pathetic attempt to pacify us. My partner gracefully declined, stating our willingness to pay and point out that we do not need any kind of charity.

While the food at Bistro Sociale was indeed delectable, it was nowhere near enough to make up for the atrocious service and overall dreadful experience. The unprofessional management and dreadful customer service were shocking and utterly unacceptable.

To sum up, Berida Hotel and Bistro Sociale massively failed to deliver on the promise of a pleasant stay. The management should be ashamed of their abysmal customer service. A hotel of this supposed caliber should focus on providing an exceptional experience for its guests, rather than ruining special occasions with their disgraceful behavior.