Needless to say, they are getting their social media house in order. I’ve proved something of a wake up call for them. But if they don’t pull their finger out, I’m going to become a far more painful thorn in their side…

We returned the following year, when the hotel had come under new management. Everything was much poorer – bearing in mind the cost of a family of five staying for 3 nights including meals and bar tab, there was no sign of last year’s fantastic service. The rooms smelled stronglyh of smoke despite being non-smoking rooms (my Dad is vehemently anti-smoking and it was fairly obvious the staff were the likely culprits, and we were moved), they accommodated my elderly grandmother in a room on a different floor from the rest of us despite having very few overnight guests, and the staff were rude. When it came to eating, the same simple requests – I was vegetarian and strangely did not want to eat artichoke for starter AND main, so asked for a simple side salad instead – were first met with refusal, then with a little ‘persuasion’ (i.e. complaining) they were honoured but we were charged extortionately. £8 for a few leaves when the meal is £60+ a head? Especially as it was a substitution and not an extra! Likewise, I have something of a soft spot for creme brulee and know that as a French restaurant they always have them on the menu – year one, the chef was more than happy to prepare one for me and the Maitre d’ brought it over with a smile and was pleased I liked it so much. Year two, I was told it was Christmas pud or pay extra. Fair enough that we were being what could be considered a little awkward, but we were asking for things that they definitely had in stock, and were paying through the nose for already. Shocking service, and at Christmas also a very miserly attitude.

Year 3 we went back for the final time, purely due to a discounted room rate. the terrible service continued, the food was poor, and the service was dreadful. We won’t be going back again. It makes me angry to see that we are not the only ones who have found their attitude to complaints to be poor – people in the service industry – particularly when they are charging high prices, should realise that even when someone is unhappy, they can still leave feeling that the matter has been resolved and handled appropriately. They should also understand the power of social media or they may find their reputation preceeds them in the future.

Fly….

ps DIAMOND jubilee