"My family and I always enjoy staying at the Omni Rancho Las Palmas, and it has become one of our favorite places to visit. Unfortunately, during this most recent stay, our experience at the Palms Café did not meet the high standards we have come to expect from the resort.
My husband and I stopped by the café each morning after our walk to purchase our morning drinks. Throughout our stay, we found the staff to be consistently unfriendly and unwelcoming. They rarely smiled, did not appear engaged, and often gave the impression that they were unhappy to be there.
We also experienced inconsistent customer service. For example, on some mornings, when I asked if honey could be mixed into my matcha, a staff member was happy to do so. On other mornings, I was simply told, "There's honey in the back," and expected to add it myself. While this may seem like a small detail, the inconsistency and lack of hospitality detracted from what should have been a pleasant experience.
We truly enjoy staying at the Omni Rancho Las Palmas, which is why this experience stood out. Looking back, we were disappointed that the level of service at the Palms Café did not reflect the quality of the resort, and we regret leaving tips for service that did not feel welcoming or attentive."
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