Victor, the worst service rep ever

Perfect scenery, good food, lovely set up. Unfortunate that poor service causes a bad experience. We entered through the hotel lobby, a man named Victor told us there was no space and that we had to leave as we didn’t make a reservation and there was no space for walk ins. So we said we are willing to wait, we sat in the lobby almost 20 minutes. He personally accompanied a female upstairs who like us didn’t have a reservation, we thought nothing of it. However he did the same for a group of 5 people. This was when my cousin went to speak to another man at the desk asking why others were seated before us. This man happened to be the manager, he was perplexed as to why victor made us wait in the first place. He apologised and told us to go upstairs. We get upstairs only to encounter Victor again, he says there is no space at the deck and that we should sit at the restaurant inside. After my initial experience with him, I didn’t believe a word he said. So we walked past and go to the deck only to find lots of free space and the waiters seated us in minutes. Why was he so rude? Why did he only allow certain people upstairs without a reservation and not us. It really soured the experience for my cousins as it was their first time there. I was also pretty embarrassed having suggested the place to them.