Balm

Dear Olivia Fazincani, We have noticed several negative reviews coming from people from the same …Dear Olivia Fazincani, We have noticed several negative reviews coming from people from the same company who shared the same table, a company that is nevertheless loyal to our restaurant, and with whom we maintain excellent relationships. We understand that everyone may have different experiences, but we are disappointed that several reviews have been published unilaterally following the same lunch, with the sole aim of damaging our reputation. We believe in transparency and direct communication to resolve issues. If you have any concerns or suggestions, we encourage you to contact us directly so that we can address them appropriately. We are also surprised, given your “customer satisfaction” oriented positions in your company, that you have not applied your own usual complaint management processes… This approach is not in line with our values ​​of respect and justice. The day of your visit to Balm, the activity was particularly dense, due to the presence of numerous banquets within the establishment. In addition, for a table of more than 10 people at BALM, as was the case for you, a “group” menu is offered, for smooth service and to avoid too long a wait, during this very short time. short and popular from 12:30 p.m. / 1:30 p.m. by businesses in the Grand Arénas. You expressed your categorical wish to be able to have an “à la carte” lunch and did not want a single menu for your group of 13 people. Which we do not usually accept, but which we exceptionally granted to you that day. It was then clearly made clear to you when booking that we could not guarantee optimal service in terms of delay in this case. The confirmation was indeed confirmed with full knowledge of this. Of course, every customer deserves an authentic experience and we are sorry that we were unable to meet your requirements. Your experience in no way reflects the quality of service and welcome that we wish to provide at BALM, and a reminder has been sent to our teams. Rest assured that we are aware of our areas for improvement, and that we take the generally constructive opinions seriously. Sincerely, The BALM team (Welcome Home) More