The Hill — Restaurant in Municipality of Chania

This is my opinion but also having worked in the tourism industry for many years, I have noticed many issues that need to be addressed.

My girlfriend and I ate at the Hill for dinner. What we thought would be a great dinner and enjoyable experience, turned out to be one of the most unpleasant experience.

We had our reservation at 6 p.m., we arrived and were seated within 2 mins and handed the menu, however it took almost 30 min before we were asked our order.

We ordered a bottle of wine, thinking that the waiters would periodically refill your glass, however none of the waiters refilled our glasses and we had to refill our own glasses. Also they placed the wine bucket all the way to the front of the table, almost unreachable for us.

The restaurant looked like it was understaffed and the waiters ignored most of my attempts to get their attention. I felt a bit discriminated (I'm brown/black carribean) as a table next to us got more attention and they came in 20 mins after us. This was totally not OK with me. I signaled to talk to the manager (who I assumed was the floor manager) but he ignored us. My girlfriend (white) was mostly spoken to when it came to ordering the food and wine. The staff working tables was very busy and running from table to table, this is clearly a management issue.

I ordered the Ribeye, asked the waiter to make it a medium. When I received my order, the ribeye was medium-well instead of medium. I requested it to be sent back to have new ribeye or at least have it looked at it. Especially since this cut off ribeye was not the best cut of ribeye meat (thin cut).

The head waitress came back with the same ribeye and said that it was properly medium. However it was not, due to the middle of the ribeye being medium well and almost dry as grass.

I reminded her Medium is a bit bloody and has blood or juice flowing out of it, then she asked me if I wanted it well done to which I replied I do not want it well done. She was adamant that it was medium and that I am wrong. Seeing that I did not have a good time and experience, I chose to ignore it and eat it as it was so I could get out of the restaurant as soon as possible.

After eating our meals, we waited about 45 mins, clearly signaling that we our done with our food to have the tables cleared and maybe asked if we wanted dessert or anything else. But we had to signal someone to get their attention and ask for our bill. The bill came really faster than our food, that was the quickest response we have gotten from service, ofcourse to take our money.

Overall, the staff needs to be trained, the manager either need training or replacement, the whole staff would need training on anti-discrimination guidelines, there was no clear indication which waiter is responsible for which section.

The food: the shrimp tempura was the best and the sauce was great, arancini balls needed some more seasoning but I still like it.

We spend a lot of money there only to be treated differently than the rest of the guest there. They may have renovated their hotel and restaurant but they did not renovate nor restructure their hospitality guidelines and their care for guest. Positive changes need to be made otherwise they are only known for their good views...

What can I say… we reserved 1 month ago cause we heard that the view was spectacular and the food was amazing. Let me explain why we were so disappointed.

We got there around 5:30pm to watch the sunset that was around 6:30pm. When we got there, the shades were down which made it impossible to check the view. They told us that it was a bit too sunny yet to put them up, which we understood. We then grabbed some drink and waited to order food to actually have the view and actual sunset. While we waited to see anything, it was very hot inside since there was no wind or anything. They open the shades around 10 minutes before the end of sunsets and lefts all windows closed. To be honest, we came there to have an outdoor experience with a view for the night, but ended up having filthy windows to look at and about 10 minutes of view and sunset. We ended leaving before ordering food, since we were not able to enjoy the view or to be able to take pictures or anything we were expecting of.

I attached a couple pictures of what the windows were like… honestly disappointed on what we thought it would be, but very sad that we haven’t tried the food and left to find a better experience globally. Maybe it’s just us, but without the extremely dirty windows, we would of stayed. It was just the cherry on top for us.

To review the rest, staff was on point and very nice and the cocktails we got were...

Escolhemos o último dia da nossa estadia para jantar no restaurante do Hotel. O The Hill. Reservámos uma mesa no exterior para usufruir da vista fantástica que o restaurante dispõe. Infelizmente o fim do dia estava muito ventoso e passado dois minutos de termos pedido o nosso welcome drink pedimos para mudar de mesa para o interior porque o vento estava muito desconfortável. Até aqui tudo correu bem. Fizémos o nosso pedido, serviram-nos as bebidas e as entradas e a partir daqui tudo piorou. O vento aumentou drasticamente e o restaurante sendo todo aberto em open space tudo começou a voar, o ambiente ficou bastante fresco e desagradável. O nosso prato principal foi servido e passado 5 minutos a comida estava toda fria com a atmosfera que ali se criou. Os guardanapos voaram da mesa. Pedi para me trazerem outros guardanapos que nunca chegaram á mesa. Fiz o resto da minha refeição sem guardanapos na mesa. Com toda esta situação nenhum empregado foi capaz de fechar as portadas do restaurante para confortar os clientes no interior já que os que estavam no exterior estavam por iniciativa própria e porque queriam lá estar. Pedi para fecharem a portada junto da minha mesa e atrás de nós havia outra mesa com um bebé que também teve que fazer o mesmo. Após acabar o meu prato principal aguardei cerca de 20 minutos para alguém vir á mesa levantar os pratos e dar continuação ao serviço, o que não aconteceu. Decidi levantar-me e pedir a conta no balcão. Manifestei o meu desagrado pelo serviço prestado e não aceitei o gelado de oferta que pelos vistos é disponibilizado a todos os clientes no fim da refeição, paguei e fui embora. Para um cliente hospedado num hotel fantástico, ter esta experiência na última noite, não foi nada agradável. O restaurante não estava cheio, o serviço foi muito descuidado a partir de uma certa fase e a experiência não foi agradável. A comida era bastante boa mas fui melhor servido em restaurantes no centro da cidade e atendido com uma simpatia que não vi no vosso restaurante. Já o restante staff das outras áreas do hotel eram extremamente simpáticos e atenciosos. No restaurante não! Informei que éramos hóspedes, informei o número do quarto e nada foi feito para mudar esta...