Damian Hind
05/06/2023
During our previous visit, we were disappointed to discover that the self-serve carvery, which we had come to enjoy, had been replaced with a Sunday roast. We were informed at that time that there was a possibility of the carvery being reinstated, which gave us hope. Consequently, prior to embarking on our 45-minute drive to the hotel yesterday, we took the proactive step of contacting your staff by telephone to confirm if the carvery was indeed back. To our delight, we were assured that it had returned.
Unfortunately, upon our arrival, we were dismayed to find that the carvery was, in fact, not available as promised. This discrepancy was disheartening, especially after making the effort to double-check beforehand. Seeking resolution, we approached the manager on duty to discuss the matter. Regrettably, her response was lacking in empathy, and she offered no assistance to rectify the situation. Instead, she advised us to submit our complaint via email.
As loyal patrons, it is disconcerting to encounter such a lack of consideration and professionalism. We understand that mistakes can happen, but the manager's unsympathetic attitude and failure to address the issue only compounded our disappointment. We believe that exceptional customer service is crucial in maintaining a positive reputation, and we feel let down by the way this matter was handled.
We kindly request that appropriate measures be taken to ensure that all staff members, particularly those involved in food service and communication with guests, are well-informed about the differences between a Sunday roast and a carvery.