The St Regis Goa Resort

Trip booked by my daughter to celebrate my 50th birthday. Memories I will cherish forever. I cannot fault anything about our stay. Every single member of staff regardless of ranking greet you earn Lou and simply cannot do enough for you. And it’s not for tips, they generally want to help you and make your experience and day the best it can be And if you do tip them they are so so grateful but never do you feel any pressure to do so We were given a birthday cake and the room decorated on arrival, such a lovely touch. We had a very early check out and were offered a packed breakfast too again not expected but so very grateful. If I listed all the names that I interacted with I would be here a long time so it’s just a big thank you to everyone I will however shout out to 2 individuals who stood out to me and set the standard of what customer service is and how to make someone’s day and feel valued Suraj Singh in Miri restaurant - you are amazing. Thank you for everything Tanu at reception - you are the sweetest soul and make everyone feel very special Thank you

St Regis thank you for an amazing stay

Disappointing Experience at Riverside, St. Regis – Pan Asian Restaurant

A deeply disappointing experience, particularly on what was meant to be a memorable day.

I could say a great deal about the food, but I would rather focus on the most fundamental aspect of hospitality: respecting your guests’ time and delivering food within a reasonable timeframe.

While I can understand a wait of around 30 minutes during a busy service, waiting close to 60 minutes for food to be served is simply unacceptable, especially at an establishment carrying the St. Regis name. What made the experience even more frustrating was that guests who arrived after us were served their food while we continued to wait.

We did receive two starters, which were good, but even those were delayed. The overall experience gave the impression that both the front-of-house team and the kitchen were struggling to manage service, despite the restaurant eventually having fewer guests to attend to. The team appeared overwhelmed by the initial rush, and there seemed to be little coordination or control over the flow of service.

The atmosphere was equally disappointing. Instead of the composed, refined dining experience one would associate with St. Regis, the front dining area felt chaotic, with guests and staff speaking loudly and an overall lack of the ambience expected at this level of hospitality.

This brings me to a question for the management: what exactly are guests paying a premium for if the most basic expectations of service are not met?

Guests choose St. Regis because they expect exemplary hospitality, attentive service, a well-managed dining experience and consistency. The premium pricing naturally comes with the expectation that the establishment has the staffing, kitchen coordination and operational discipline required to deliver on those promises.

I had almost complete confidence that a mistake of this nature would not happen at St. Regis. Unfortunately, that confidence was misplaced.

I would urge the management to look seriously into the staffing levels, kitchen coordination, order prioritisation and service management at Riverside. More importantly, there needs to be accountability when guests are left waiting for an unreasonable amount of time, particularly when others who arrived later are served first.

This feedback is not about expecting perfection; it is about expecting the standard of hospitality that St. Regis promises its guests. Delays can happen, but leaving guests waiting for nearly an hour without an effective service response is not a standard that should be accepted or normalised.

I hope the management takes this feedback constructively and addresses these shortcomings. The St. Regis name carries significant expectations, and the team needs to step up to meet them. Today’s experience fell well short of that standard.