Usuário convidado
21 de abril de 2024
Booked for my mums birthday in March 24. We were seated near the side door, it was opening and closing every 2 minutes and we were cold. Asked to be moved, but was told they would lock the door. They simply but an internal bolt on the outer door, people still kept using the door by opening the bolt. We were up and down putting the bolt back on, not impressed and was not offered to be moved. Ordered food, starters fine but my main, pork, was undercooked, tough and just a really poor cut of meat. Couldn’t eat it and complained. The initial response was “we can cook it more” and “do you want a steak knife”. I asked to speak to a manager, a blonde lady came about 5 minutes later when everyone else had nearly finished their meal and offered a replacement saying she would take it and “see what Chef said”. I declined a replacement as I didn’t want to be eating on my own. I was told the bill would be adjusted and puddings were on them. Never saw the manager again. As well as my meal being awful, the vegetables and cauliflower cheese were tepid at best. This is a top rated restaurant / hotel and they live on their reputation, however, it’s not always about how you are treated when everything is going well, it’s about how you are treated when it goes wrong. This was appalling trea**ent, I felt staff were disingenuous with an air of arrogance because of their usual high standards. The whole experience, sat in a wind tunnel being cold and the bad cut of pork, ruined a family occasion. My compensation? My meal deducted, just the main and free puddings worth £15.00. I felt this was no where near enough to compensate our experience. Have been many times over the years, not sure we will be back.
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